Tier 1 Technical Support Specialist

22 hours ago

Davao City, Philippines Sourcefit Full time

Position Summary:

We are hiring a Tier 1 Technical Support Specialist to be the first line of defense for customers experiencing technical issues. This role focuses on rapid issue resolution, quality customer interactions, and escalating complex problems appropriately.

Job Details:

  • Work from home

  • Monday to Friday | 8 AM to 5 PM EST (9 PM to 6 AM PHT)

  • Following PH Holidays

Key Responsibilities:

  • Provide front-line support via chat, phone, and tickets for basic technical issues

  • Troubleshoot and resolve routine customer problems efficiently and professionally

  • Accurately document support interactions in the ticketing system

  • Escalate unresolved or complex issues to Tier 2 or Engineering

  • Maintain a high level of customer satisfaction through courteous communication

  • Learn and understand the product/platform thoroughly to support users effectively

Qualifications:

  • 1–2 years experience in a technical/customer support role

  • Strong written and verbal communication skills

  • Familiarity with helpdesk or ticketing systems (e.g., Freshdesk, Zendesk)

  • Excellent problem-solving and critical thinking skills

  • Ability to work under pressure in a fast-paced environment

  • Customer-centric mindset with attention to detail

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