Helpdesk Technician

Helpdesk Technician Work setup: Full onsite

Pasay, Camarines Sur ₱ - ₱ Y Stefanini North America and APAC

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Job Description

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.

Job Requirements

Details:

• Must have completed at least two (2) years of college or hold a Senior High School diploma.
• Excellent in oral and written English communication.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Must be willing to work in different shifts.
• Required to work onsite from day one at 3F and 5F iMET BPO, Metrobank Avenue, Metropolitan Park, Roxas Blvd., Barangay 76, Pasay City.

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TECHNICAL SUPPORT AGENT

• Work Address: MOA, Pasay
• Work Set-up: Hybrid (1-2x a month RTO)
• Work Schedule: Night Shift (starts at 9pm)

DUTIES and RESPONSIBILITIES:

Delight customers by providing timely, expert advice

Act as the first level of support for questions, issues, and common tasks

Prioritize cases and respond to inquiries with speed and precision

Use written and verbal communication to resolve complex, technical issues

Support the overall objective of Medallia

Carry out ad hoc tasks or activities associated with the Technical Support Agent functions

and/or tasks within the capability and

• pay grade of the Technical Support Agent as may be assigned.

QUALIFICATIONS:

Must have a Bachelor's Degree

Must have at least 1 year of experience in customer-focused, support environment

Must have experience in providing support via email and phone

Must have experience in troubleshooting SaaS applications

Experience with Service Cloud knowledge a plus

BENEFITS OFFERED:

VL/SL credits

Certified Great Place to Work

Hybrid Work Set-up

Equipment is provided (Laptop/Desktop)

Work-life Balance

Telecommunication Allowance for Team Leaders and Up

Job Type: Full-time

Application Question(s):

• Years of experience in customer-focused support role:
• Years of experience in providing support via email and phone:
• Years of experience in troubleshooting SaaS applications:
• Years of experience in and Service Cloud:
• Are you okay with the set-up and location:
• Reason for leaving:

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2

Pasay, Camarines Sur Phil-Data Business Systems, Inc.

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**Desktop Support Engineer**

Desktop Support Engineer is responsible in repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem in a timely and accurate fashion, and provide end-user assistance where required.

Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to 2nd level or 3rd level in accordance to Service Desk processes.

Manage service request, software installation, new computer setups, upgrades, etc.

Performs general preventive maintenance tasks on PC, laptops, printers and any other authorized peripheral equipment.

Qualifications:

• Must be graduate of Bachelor's Degree or Vocational in any IT Related Course
• Must be willing to work in Pasay City
• Flexible in working schedule
• Open for Project Based Employment good for 1 year RENEWABLE Contract
• Must have at least 1yr experience as Desktop Support (hands on)

Schedule:

8 hour shift

Ability to commute/relocate:

Pasay City: Reliably commute or planning to relocate before starting work (required)

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