Tier 1 - Technical Support Specialist

4 weeks ago

Pasig, Philippines Acquire Intelligence Full time

Overview

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Job Title: Tier 1 - Technical Support Specialist

We are hiring a Tier 1 - Technical Support Specialist to provide first-level support to our customers, including physicians, nurses, and end users, ensuring they can spend more time with patients and less time managing prescriptions. Our work environment is team-focused, flexible, and collaborative, and we are looking for a customer-focused team player who can provide efficient and effective resolutions while exceeding client expectations.

Responsibilities
  • Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
  • Work with customers to gather information, request pertinent details, and assess issues.
  • Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or escalate cases to secondary support.
  • Utilize available documentation to understand and support client software applications.
  • Accurately record case details, troubleshooting steps, and resolutions in the case management system.
  • Follow up with customers to ensure issue resolution and satisfaction.
Qualifications
  • Education & Experience: Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the role effectively.
  • Minimum of 1 year of Software/IT Support experience in a customer-facing role.
  • Proficiency in Microsoft Office Suite.
  • Experience using case management tools such as Salesforce, ServiceNow, or ZenDesk.
  • Strong problem-solving skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to provide quick and accurate updates and solutions to customers.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Self-motivated and able to work both independently and collaboratively.
  • Passion for improving troubleshooting documentation and support processes.
Work Schedule & Location

Must be based in the Philippines. Onsite work required. May require shifting schedules, including weekends or holidays, depending on customer needs.

Job function
  • Information Technology
Industries
  • Outsourcing and Offshoring Consulting
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