Technical Support Representative

3 weeks ago

Marikina, Philippines Helpware Full time

Overview

Position Summary: As a Tier 1 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.

The Technical Support Specialist is responsible for day-to-day technical tasks via the Ticketing system, relating to supporting, installing, maintaining, troubleshooting, and documenting PC hardware, operating systems, software applications, printers, peripherals, and phones for the entire organization. This position can be an entry level but would prefer a min of 2 years desktop support experience. This position may also include low-level network, systems, and application administration functions. The position will be remotely based supporting our locations across the U.S.

This position will work closely with other team members, end users and hospitality guests to provide technical support, problem resolution and training in person, via telephone or at remote locations. Due to this, the Technical Support Specialist will need to be proficient and comfortable working in a “hands-on”, guest-facing capacity in a help desk environment where customer service, thoroughness and excellent communication skills are essential to success.

Duties are performed at the direction of and under the supervision of the IT Help Desk Manager and occasionally senior staff members. Some afterhours/weekend support can be expected. Perform other duties as assigned.

Responsibilities
  • Provide technical support, problem resolution and training in person, via telephone or at remote locations.
  • Handle day-to-day technical tasks via the ticketing system, including supporting, installing, maintaining, troubleshooting, and documenting PC hardware, operating systems, software applications, printers, peripherals, and phones for the organization.
  • Assist remotely and on-site for locations across the U.S. and with hospitality guests.
  • Work under the direction of the IT Help Desk Manager and, at times, senior staff members; some afterhours/weekend support may be required.
  • Perform other duties as assigned.
Required Skills and Qualities
  • Proactive approach
  • Empathetic individuals
  • Problem-solving skills
  • Organizational skills
  • Multitasking
Technical and Communication 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
Qualifications
  • High school diploma or equivalent; additional education in a technical field is a plus.
  • Not mandatory; certifications in relevant technologies or products are a plus
  • 1+ year of experience in a technical support or service role
  • Experience working with CRM, any ticket system is preferred; basic troubleshooting skills
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