Technical Support Specialist

Private Advertiser; Kawit; On-site; PHP 300,000 - 420,000; Full time

Job summary

Private Advertiser is seeking a detail-oriented IT/Operations-support professional to maintain dashboards and reporting, automate processes, and align staffing with call volumes in a BPO environment. You will diagnose hardware/software issues, ensure system reliability, and produce daily efficiency metrics.

The role requires at least 1 year of IT or workforce experience in a BPO setup, strong Excel skills, and excellent communication. Join a collaborative team in Cavite for on-site operations.

Qualifications

• Associate's degree in computer science or related field.
• At least 1 year of IT support or workforce experience in a BPO setup.
• Excellent communication and interpersonal skills.
• Strong working knowledge of computer systems (hardware and software).
• Analytical and problem-solving skills to troubleshoot issues.
• Ability to work well in a team.
• Above-average MS Excel skills, with experience crafting raw data reports, pivots, and advanced formulas.
• Eye for detail and quick response time.
• Ability to drive compliance and process adherence.

Responsibilities

• Ensure standard reporting/dashboard maintenance is delivered with high quality per SLAs.
• Seek opportunities to streamline, automate and improve processes.
• Collaborate with operations managers to address staffing requirements and seat allocations.
• Analyze call and staff forecasts to identify needs and corrections.
• Provide real-time assistance troubleshooting hardware and software issues; document problems and resolutions.
• Maintain, configure, and ensure reliable operation of computer systems and network services.
• Monitor real-time adherence; produce and analyze daily efficiency reports; communicate staffing discrepancies to stakeholders.
• Publish reports required by stakeholders.
• Provide updates and fixes within promised time frames.

Skills

MS Excel

Communication

Teamwork

Analytical thinking

Problem-solving

Interpersonal skills

Attention to detail

Education

Associate's degree in computer science or related field

Job description

Key responsibilities

• Ensure all standard reporting/dashboard maintenance activities are delivered to high quality, according to service level agreements

• Seek opportunities to further streamline, automate and improve processes

• Proactively work with operations managers to ensure staffing requirements and seat allocations are understood and being addressed

• Analyze call and staff forecasts to identify needs and corrections

• Provide real-time assistance in troubleshooting hardware and software concerns by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues

• Maintain, configure, and ensure reliable operation of computer systems and network services

• Monitor real-time adherence and communications, produce and analyze daily efficiency reports, and communicate staffing discrepancies to stakeholders

• Publish reports required by stakeholders

• Provide updates and fixes within promised time frames

About you

• Associate's degree in computer science or related field

• At least 1 year of experience in IT support or Workforce experience in a BPO Setup

• Excellent communication and interpersonal skills

• Strong working knowledge of computer systems (Hardware and Software aspects)

• Analytical and problem-solving skills to troubleshoot and diagnose issues

• Ability to work well in a team

• Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas

• Eye for detail and quick response time

• Ability to drive compliance and process adherence