Technical Support Representative

Helpware Inc.; Taguig; Presencial; PHP 180 000 - 300 000; Tempo integral

Resumo da oferta

Helpware Inc. is seeking a Tier 1 Technical Support Representative to be the first point of contact for customers seeking technical assistance.

The role covers basic troubleshooting and guidance across PC hardware, OS, software, printers, and phones within a remote support framework. The ideal candidate has 1+ year in technical support, familiarity with CRM/ticketing systems, and strong communication skills.

Qualificações

• High school diploma or equivalent; additional education in a technical field is a plus.
• Certifications in relevant technologies or products are a plus
• 1+ year of experience in a technical support or service role
• Experience working with CRM, any ticket system is preferred
• Basic troubleshooting skills

Responsabilidades

• Provide day-to-day technical support through the client's IT ticketing system.
• Support, install, maintain, troubleshoot, and document PC hardware, operating systems, software applications, printers, peripherals, and phones across the organization.
• Deliver technical support to employees and locations throughout the U.S. in a remote support environment.
• Perform basic network, systems, and application administration tasks as needed.
• Collaborate with team members, end users, and hospitality guests to diagnose and resolve technical issues.
• Provide technical assistance, problem resolution, and user training in person, over the phone, and through remote support channels.
• Maintain a hands-on, guest-facing approach while delivering excellent customer service and support.
• Communicate effectively with users, ensuring issues are addressed thoroughly and professionally.
• Perform duties under the direction of the IT Help Desk Manager and, when required, senior IT staff.
• Provide occasional after-hours and weekend support.
• Perform other duties as assigned.
• Entry-level candidates may be considered; however, a minimum of two years of desktop support experience is preferred.

Conhecimentos

Customer service mindset

Problem solving

Communication skills

Empathy

Multitasking

Organizational skills

Formação académica

High school diploma or equivalent

Technical field education

Certifications in relevant technologies

Ferramentas

CRM systems

Ticketing system

Remote support tools

Descrição da oferta de emprego

Position Title

Technical Support Representative

Job Level

- Tier L1

Position Summary

As a Tier 1 Technical Support Representative, you will be the first point of contact for customers

seeking technical assistance. The role involves addressing basic technical issues, providing

troubleshooting guidance

Specific Responsibilities

• Provide day-to-day technical support through the client's IT ticketing system.
• Support, install, maintain, troubleshoot, and document PC hardware, operating systems, software applications, printers, peripherals, and phones across the organization.
• Deliver technical support to employees and locations throughout the U.S. in a remote support environment.
• Perform basic network, systems, and application administration tasks as needed.
• Collaborate with team members, end users, and hospitality guests to diagnose and resolve technical issues.
• Provide technical assistance, problem resolution, and user training in person, over the phone, and through remote support channels.
• Maintain a hands-on, guest-facing approach while delivering excellent customer service and support.
• Communicate effectively with users, ensuring issues are addressed thoroughly and professionally.
• Perform duties under the direction of the IT Help Desk Manager and, when required, senior IT staff.
• Provide occasional after-hours and weekend support.
• Perform other duties as assigned.
• Entry-level candidates may be considered; however, a minimum of two years of desktop support experience is preferred.

QUALIFICATIONS

• High school diploma or equivalent; additional education in a technical field is a plus.
• Certifications in relevant technologies or products are a plus
• 1+ year of experience in a technical support or service role
• Experience working with CRM, any ticket system is preferred
• Basic troubleshooting skills

Required Soft Skills

• Proactive approach
• Empathetic individuals
• Problem-solving skills
• Organizational skills
• Multitasking
  

Required Hard Skills

• Basic computer skills
• Excellent verbal and/or written communication skills
• Basic knowledge of industry-specific software/tools
• Familiarity with company-specific software/tools
• Ability to convey technical information clearly