Service Desk Coordinator

Capital One; Muntinlupa; Hybrid; PHP 279,000 - 390,600; Full time

Job summary

Capital One is looking for a Technical Support Specialist in Alabang, Philippines. You will provide efficient technical support, resolve software issues, and assist onboarding new team members. Ideal candidates should have at least 1 year of call center experience and be amenable to a hybrid setup.

This role requires strong communication, problem-solving, and analytical skills. Join us to ensure high associate value standards while making an impact in our team.

Qualifications

• At least 1 year experience in a call center environment or equivalent.
• Amenable to work in a Hybrid Setup.
• Amenable to work in a Shifting Schedule (24/7 Operations).

Responsibilities

• Provide application support through remote access tools to resolve internal end user issues.
• Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk.
• Interact with end users via soft phone or chat modules to resolve primarily software issues.

Skills

Communication skills for written and verbal business correspondences

Excellent problem-solving and judgment skills

Analytical skills for decision-making

Education

High School graduate

Job description

Location: Alabang, Philippines (Muntinlupa City, National Capital Region)

Summary

Provide technical support to users in an efficient and accurate manner. Considered as the firm’s front line, the role solves basic technical problems while providing support for all assigned areas. The goal is to maintain Capital One associate value standards.

General Responsibilities

• Provide application support through remote access tools to resolve internal end user issues.
• Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk.
• Interact with end users via soft phone or chat modules to resolve primarily software issues, while addressing occasional hardware questions.
• Remotely access and support end user machines to achieve first‑call resolution.
• Utilize Service Now as the ticketing tool to track and escalatate tickets for end users.
• Assist with onboarding of new team members by training and allowing others to shadow.
• Perform other tasks that may be assigned from time to time.

Basic Qualifications

• High School graduate.
• At least 1 year experience in a call center environment or equivalent.
• Communication skills for written and verbal business correspondences.
• Excellent problem‑solving and judgment skills.
• Analytical skills for decision‑making.
• Amenable to work in a Hybrid Setup.
• Amenable to work in a Shifting Schedule (24/7 Operations).

Preferred Qualifications

• At least 1 year in Tech or related experience in a BPO, IT or similar industry.
• At least 1 year of remote help desk support experience.
• 1+ year of Mac support experience.
• 1+ year of experience working with Windows 10 operating systems.
• 1+ year of experience troubleshooting Windows 10 operating systems.

Equal Opportunity Employment Statement

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws.