TSA2 - Technical Support - 22.01

Magellan Solutions; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Magellan Solutions is seeking a capable help desk professional in the Philippines to handle customer inquiries via email and phone. The role involves basic troubleshooting and ticket closure, with escalation for complex issues to 2nd level engineering support.

Ideal candidates will have solid experience in help desk or technical support, strong communication, and a focus on customer satisfaction. Conversation skills and proactive questioning are essential for success.

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.

Responsibilities

• Answer tickets via email and calls, perform basic troubleshooting and close tickets.
• Escalate complex issues to 2nd level engineering support.

Skills

Customer service orientation

Technical support

Communication

Analytical skills

Job description

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