Technical Support Representative

4 weeks ago

Taguig, Philippines Helpware Inc. 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 and providing troubleshooting guidance. The Technical Support Specialist is responsible for day-to-day technical tasks via the ticketing system, supporting, installing, maintaining, troubleshooting, and documenting PC hardware, operating systems, software applications, printers, peripherals, and phones for the entire organization. This position can be entry level but would prefer a minimum of 2 years of desktop support experience. This position may also include low-level network, systems, and application administration functions. The position will be remotely based supporting 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 first-line technical assistance to customers and troubleshoot basic issues. Utilize the ticketing system to document, track, and resolve incidents. Support, install, maintain, troubleshoot, and document PC hardware, operating systems, software applications, printers, peripherals, and phones. Collaborate with team members, end users, and guests in person, by phone, or remotely. Work in a hands-on, guest-facing help desk environment with strong customer service and communication skills. Adhere to supervisor directions and be prepared for some after-hours or weekend support. Perform other duties as assigned. Qualifications Proactive approach and problem-solving mindset. Empathetic and customer-focused demeanor. Strong organizational and multitasking abilities. Skills and Knowledge 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. Education and Experience High school diploma or equivalent; additional education in a technical field is a plus. 1+ year of experience in a technical support or service role. Certifications in relevant technologies or products are a plus. Experience working with CRM or any ticket system is preferred. Basic troubleshooting skills. #J-18808-Ljbffr

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