Tier 1 Technical Helpdesk Specialist

Outsourced; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Outsourced.ph is hiring a Technical Support Helpdesk Representative in Manila to provide technical assistance for an Australian ICT client. You will be the first point of contact via phone, email, or chat, troubleshoot software/hardware issues, and guide customers through resolution steps while documenting interactions in the ticketing system.

Responsibilities include escalation when needed, collaboration with the technical team, and staying updated on product knowledge and trends.

Responsibilities

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and elevate recurring technical issues or patterns to management for proactive resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Skills

O365 Administration

Azure Administration

VMWare

Job description

Outsourced.ph is hiring a Technical Support Helpdesk Representative in Manila to provide technical assistance for an Australian ICT client. You will be the first point of contact via phone, email, or chat, troubleshoot software/hardware issues, and guide customers through resolution steps while documenting interactions in the ticketing system.

Responsibilities include escalation when needed, collaboration with the technical team, and staying updated on product knowledge and trends.