TSA2 - Technical Support - 22.01

Magellan Solutions; Philippines; On-site; PHP 335,000 - 558,000; Full time

Job summary

Magellan Solutions is seeking a TSA2 - Technical Support professional in the Philippines to handle tickets via email and calls, perform initial troubleshooting, and resolve issues or escalate when necessary. The role emphasizes customer focus, clear communication, and analytical problem-solving.

Ideal candidates have experience in practical help desk or technical support, including voice and email channels, and can effectively ask questions to diagnose problems and guide resolutions.

Qualifications

• Experience in basic help desk or technical support.
• Experience with voice/email technical support.
• Ability to ask targeted questions and guide troubleshooting.

Responsibilities

• Answer tickets via Email/Calls, perform basic troubleshooting, and close tickets.
• Escalate complex issues to 2nd level engineering support when needed.

Skills

Customer service

Technical troubleshooting

Communication

Analytical skills

Job description

About the job TSA2 - Technical Support - 22.01

BASIC FUNCTIONS:

• Agents will answer the tickets (Emails/Calls), perform basic troubleshooting and close the tickets. If the issue is complex, the tickets will be escalated to the 2nd level engineering support.

KEY RESULT AREAS:

• Campaign Specific KPIs - TBD

COMPETENCIES NEEDED:

• High customer and technical serviceorientation.
• Well-developed communication and analyticalskills.

QUALIFICATIONS:

• Can hold a conversation, knows how to ask questions.
• Seasoned agents are ideal. Agents with experience in practical help desk or technical support experience.
• Experience in voice/email technical support