Technical Support Representative

2 weeks ago

Manila, Philippines Pearson Full time

Azure Virtual Desktop Support Important Note: This is a Limited Temporary Position. Contract Duration: 5-6 Months with possibility of extension (January to July, 2026) About the Role We are seeking a detail-oriented, customer-focused Azure Virtual Desktop (AVD) Support Representative to provide high-quality technical assistance to internal employees. In this role, you’ll help troubleshoot AVD-related issues, support remote staff, and ensure inquiries are resolved efficiently and professionally—often on first contact. Education, Skills and Knowledge College coursework or technical training preferred, or an equivalent combination of education and experience. Must possess excellent customer service skills. Call center experience is preferred. Basic understanding of software, hardware, and connectivity troubleshooting principles . A very friendly and helpful attitude and the ability to manage simultaneous tasks. Strong teamwork and collaboration skills. Must have excellent oral and written communication skills. Reliable attendance and punctuality are required. Experience working with a PC and a Windows environment is required . Experience working with a Mac is preferred but not required. Ability to learn new systems, follow documented processes, and apply solutions consistently. Basic Purpose and Objectives Provide exceptional general and technical support to internal customers by maintaining a patient, professional demeanor and focusing on prompt, attentive, and efficient first-contact resolution. Overall Functions and Responsibilities These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am to 5pm on Saturday and Sunday. May be required to work a rotating shift schedule and weekends. Provide accurate and timely answers to internal customer questions or concerns via phone or email. Diagnose and resolve technical issues using documented processes while maintaining a courteous, customer-focused approach. Contact remote employees in a supportive and efficient manner. Escalate unresolved or complex issues to the appropriate teams for resolution. Independently resolve routine issues and notify management of urgent or unusual cases that require immediate attention. Provide complete documentation of issues handled. Stay current on system updates, known issues, and support resources. Perform other related duties as assigned. Working Conditions Remote (Work from Home) Office Environment NOTE: Hours may vary or change, depending upon needs of business. #J-18808-Ljbffr

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