Technical Support Representative

iQor (Philippines), Inc.; Philippines; On-site; PHP 288,000 - 384,000; Full time

Job summary

iQor (Philippines), Inc. is seeking a polite and professional Technical Support Call Center Agent to represent clients by delivering remarkable service to customers via phone and email.

You will handle high volumes of inquiries and resolve issues with a focus on customer satisfaction. The role requires 2+ years in an IT Help Desk, knowledge of Office 365, Active Directory Services, Windows 7/10, and basic networking.

Qualifications

• 2+ years of IT Help Desk experience.
• Experience with Office 365 and Active Directory Services.
• Familiar with Windows 7/10 and Microsoft Office suite.
• Basic networking understanding.
• Remote access technologies such as VPN and published apps.
• Preference for ServiceNow, Salesforce, and VMware experience.
• Ability to assist others with complex issues professionally.
• Ability to prioritize incidents, requests, and tasks.
• Strong problem analysis and communication skills.
• Resourceful, organized, dependable, and detail oriented.

Responsibilities

• Respond to tickets escalated from Tier I.
• Create, monitor, track, schedule, update and close tickets in ServiceNow promptly.
• Provide friendly, professional support via phone, email, and on-site.
• Independently resolve most issues with Windows 7/10, printers, software, and hardware.
• Collaborate with vendors to resolve issues as necessary.
• Diagnose and troubleshoot end-user desktop application issues and provide solutions.

Skills

IT Help Desk

Office 365

Active Directory

Windows 7/10

Networking basics

VPN / Remote access

Phone & email support

Communication skills

Ticket management

Problem solving

Education

High school diploma / GED / certificate

Tools

ServiceNow

Salesforce

VMware

Job description

Job Summary

We are searching for a polite, professional Technical Support Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Technical Support Call Center Agent may handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller. Customer Service Call Center Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.

Responsibilities

• Response to tickets escalated from Tier I
• Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
• Provide friendly, professional support via phone, email, and on-site.
• Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
• Collaborate with vendors to resolve issues as necessary
• Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution

Skills Requirements

• 2+ years of experience in an IT Help Desk role
• Experience in Office 365 and Active Directory Services
• Working knowledge of Windows 7 and 10 and Microsoft Office suite
• Basic understanding of Networking
• Remote access technologies (VPN terminal services, published apps, etc.)
• Preferred experience working with ServiceNow, Salesforce, and VMware
• Ability to assist others with complex issues in a professional manner
• Ability to manage and prioritize incidents, requests, and tasks
• Strong problem analysis and problem-solving skills
• Excellent written and verbal communication skills
• Resourceful, well organized, highly dependable, efficient and detail-oriented

Education Requirements

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements

Consistent attendance is an essential function of the job.