Technical Support Representative

4 weeks ago

Cebu City, Philippines Helpware Full time

About Us:
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview:
As a Level 0 Technical Support Representative, you will be the first point of contact for customers seeking technical assistance. The role involves addressing basic technical issues, providing troubleshooting guidance.

Primary Responsibilities:
-Case Management & Resolution:
-Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email.
-Execute clear, step-by-step procedures to fulfill routine requests (e.g., password resets, data resyncs, configuration changes).
-Maintain accuracy and efficiency in all case handling, adhering to defined processes.

Knowledge-Centered Service (KCS) Adherence:
-Resolve cases by diligently leveraging our existing Resource Hub (knowledge base).
-Identify and accurately report any inaccuracies, gaps, or unclear information within existing knowledge articles to the Core Team for review and updating.

Issue Capture & Escalation:
-Identify technical issues or customer inquiries that fall outside of documented solutions or your defined scope.
-Capture all relevant customer and system information (e.g., error messages, steps to reproduce, user details) clearly and concisely.
-Accurately escalate unresolved technical issues to the L1 Core Team for advanced troubleshooting and resolution, ensuring a smooth handoff.

Customer Communication:
-Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle.
-Provide guidance and resolutions that are easy for customers to understand, regardless of their technical background.

Qualifications:
-Soft Skills
-Proactive approach
-Empathetic individuals
-Problem-solving skills
-Organizational skills
-Multitasking

Hard Skills:
-Basic computer skills
-Excellent verbal and/or written communication skills
-Basic knowledge of industry-specific software/tools
-Familiarity with company-specific software/tools
-Ability to convey technical information clearly

Education:
-High school diploma or equivalent; additional education in a technical field is a plus.
-Certifications in relevant technologies or products are a plus

Work Experience:
-1+ year of experience in a technical support or service role
-Technical Skills
-Experience working with CRM, any ticket system is preferred
-Basic troubleshooting skills

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