Qualifications:

• Vocational Diploma/Short Course Certificate, Bachelor's/College Degree
• Entry-level position; prior experience in a customer service or technical support role is advantageous
• Active listening on complaints and work to find an effective solution.
• Consistency of tickets and email updates
• Pay attention to details
• Have business awareness

Job Description:

• Provide first-level technical support to end-users via phone, email, or ticketing system.
• Assist users in resolving hardware- and software-related issues promptly.
• Guide users through step-by-step solutions and document problem resolution steps.
• Analyze and diagnose basic technical problems reported by end-users.
• Identify and escalate issues that require Level 2 or specialized support.
• Create and manage support tickets in a timely and accurate manner.
• Prioritize and categorize tickets based on urgency and impact.
• Maintain comprehensive documentation of common issues and solutions for internal knowledge base.
• Communicate technical information in a clear and understandable manner to non-technical users.
• Provide regular updates to users on the status of their reported issues.

HC: 1

Work Set-up: Onsite

Location: Makati