Remote Tier 1 Tech Support — Cybersecurity Helpdesk

HEROIC; Philippines; On-site; PHP 278,217 - 396,249; Part time

Benefits offered by this job

National Holidays

Paid Time Off

Professional Growth Opportunities

Innovative Culture

Job summary

HEROIC in Taguig, Philippines is seeking a Tier 1 Technical Support Specialist to provide expert customer-focused support for technical issues. This position plays a vital role in enhancing customer satisfaction and trust in the HEROIC brand through efficient troubleshooting and high-quality documentation.

The ideal candidate will possess previous experience in a technical support role, exceptional communication skills, and a strong understanding of AI tools to improve efficiency. Remote work is offered from anywhere within the Philippines.

Qualifications

• Previous experience in a technical support or helpdesk role.
• Knowledgeable in support tools including ticketing and communication systems.
• Excellent verbal and written communication skills in English.
• Solid understanding of computers and technical issue resolution.

Responsibilities

• Provide frontline technical support for all customer interactions.
• Investigate, diagnose, and resolve customer computer-related issues.
• Monitor and manage the ticketing queue for prompt responses.
• Maintain detailed records of support work for consistency and improvement.

Skills

Technical Support

Troubleshooting

AI Tools Usage

Customer Service

Communication Skills

Tools

Ticketing Systems

Screen-sharing Platforms

Communication Tools

AI Tools

Job description

HEROIC in Taguig, Philippines is seeking a Tier 1 Technical Support Specialist to provide expert customer-focused support for technical issues. This position plays a vital role in enhancing customer satisfaction and trust in the HEROIC brand through efficient troubleshooting and high-quality documentation.

The ideal candidate will possess previous experience in a technical support role, exceptional communication skills, and a strong understanding of AI tools to improve efficiency. Remote work is offered from anywhere within the Philippines.