Helpdesk Technician I

Stefanini North America and APAC; United States; On-site; USD 42,000 - 61,000; Full time

Job summary

Stefanini North America and APAC is seeking a Technical Support Specialist to provide end-user support via phone, email, or web chat. You will perform restoration actions to resolve issues and respond according to standard procedures. You must enter data into the incident database promptly and accurately.

The role requires strong English communication, excellent customer service, and the ability to handle multiple calls per day while maintaining schedule adherence and reliability.

Qualifications

• Bachelor’s degree or vocational IT course completed.
• Two years of college or completed Diploma/Certificate.
• Excellent oral and written English communication.
• Excellent customer service skills.
• Willing to handle several calls daily.

Responsibilities

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Must accurately track incidents and calls in the database.

Skills

End-user support

Customer service

English communication

Call handling

Education

Bachelor's degree / IT diploma

Tools

Ticketing system

Outlook

Job description

Job Description

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.

Job Requirements

• Bachelor's degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.