L1 Service Desk Engineer

2 weeks ago

Metro Manila, Philippines Satellite Office Full time

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

About You:

Client-focused with a commitment to excellent customer serviceAbility to work autonomously and as part of a team environment with strong communication and collaboration skills

Key requirements:

Experience as a help desk technician or in another equivalent customer support roleKnowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and CloudAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skills, written and verbalCustomer-oriented, able to work autonomously and under pressure

Your responsibilities will include:

Required to assist customers with routine IT issues and more complicated matters are escalatedServe as the first point of contact for customers seeking assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processProvide accurate information on products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions from customers to the appropriate internal teamIdentify and suggest possible improvements on procedures

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