Onsite 1st-Line Tech Support Specialist

Hammerjack Pty Ltd; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Infosys BPM Philippines invites applications for a 1st level technical support role, based in Taguig, Philippines. You will assist customers via calls, email, and chat, following SOPs to restore services and fulfill requests, ensuring optimal system performance.

The role requires strong communication, analytical thinking, and the ability to work effectively with cross-functional teams. Onsite work with flexible night shifts and weekend coverage is expected.

Qualifications

• Strong communication and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow systematic and structured troubleshooting approaches.
• Ability to work effectively with cross-functional teams.
• Customer-focused, solution-oriented, and committed to meeting KPIs and SLAs.

Responsibilities

• Assist customers primarily through calls, with email and chat support depending on program and business needs, and provide timely and appropriate resolutions following established SOPs.
• Provide 1st level technical support, service restoration, service request fulfillment, and technical assistance to ensure maximum availability and performance of information systems.
• Apply a systematic, disciplined, and analytical approach to problem-solving while executing transactions within prescribed timelines.
• Perform initial analysis of issues, provide inputs for problem management, and leverage best-effort methods to resolve technical concerns.
• Coordinate with cross-functional teams and support team leads in training, reviews, and escalation handling.
• Perform research and due diligence to resolve issues and provide appropriate solutions based on customer needs.
• Meet program-specific KPIs and SLAs while adhering to established processes, policies, and procedures.
• Perform assigned tasks and ad-hoc responsibilities based on business needs.

Skills

Communication

Analytical thinking

Troubleshooting

Cross-functional collaboration

Customer-focused

Job description

Infosys BPM Philippines invites applications for a 1st level technical support role, based in Taguig, Philippines. You will assist customers via calls, email, and chat, following SOPs to restore services and fulfill requests, ensuring optimal system performance.

The role requires strong communication, analytical thinking, and the ability to work effectively with cross-functional teams. Onsite work with flexible night shifts and weekend coverage is expected.