Technical Support Representative L0

3 weeks ago

Cebu City, Philippines Helpware Full time

Technical Support Representative L0

About Us:

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview:

As a Level 0 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.

Primary Responsibilities
  • Case Management & Resolution:
    • Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email.
    • Execute clear, step-by-step procedures to fulfill routine requests (e.g., password resets, data resyncs, configuration changes).
    • Maintain accuracy and efficiency in all case handling, adhering to defined processes.
  • Knowledge-Centered Service (KCS) Adherence:
    • Resolve cases by diligently leveraging our existing Resource Hub (knowledge base).
    • Identify and accurately report any inaccuracies, gaps, or unclear information within existing knowledge articles to the Core Team for review and updating.
  • Issue Capture & Escalation:
    • Identify technical issues or customer inquiries that fall outside of documented solutions or your defined scope.
    • Capture all relevant customer and system information (e.g., error messages, steps to reproduce, user details) clearly and concisely.
    • Accurately escalate unresolved technical issues to the L1 Core Team for advanced troubleshooting and resolution, ensuring a smooth handoff.
  • Customer Communication:
    • Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle.
    • Provide guidance and resolutions that are easy for customers to understand, regardless of their technical background.
Qualifications
  • Soft Skills:
    • Proactive approach
    • Empathetic individuals
    • Problem-solving skills
    • Organizational skills
    • Multitasking
  • Hard 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
  • Education:
    • High school diploma or equivalent; additional education in a technical field is a plus.
    • Certifications in relevant technologies or products are a plus
  • Work Experience:
    • 1+ year of experience in a technical support or service role
  • Technical Skills:
    • Experience working with CRM, any ticket system is preferred
    • Basic troubleshooting skills
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