Customer Support Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeServiceDesk Full time ₱250,000 - ₱500,000
Job Title: Service Desk Professional

We are seeking a skilled and customer-focused Service Desk Agent to join our IT support team. As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users.

The ideal candidate will provide first-level support, troubleshoot issues, and escalate complex problems as needed. You will also contribute to the maintenance of our IT infrastructure and help improve our service delivery processes.

Key Responsibilities:
  1. Provide timely and effective resolution of IT issues and service requests via phone, email, or chat.
  2. Log and track service desk interactions using ticketing systems.
  3. Troubleshoot hardware and software issues, escalating complex problems to higher-level support teams as necessary.
  4. Follow standard operating procedures (SOPs) for incident and request management.
  5. Maintain excellent customer service standards.
  6. Assist in the setup, configuration, and maintenance of IT equipment.
  7. Document all troubleshooting and problem resolution steps.
  8. Provide training and support to end-users on IT-related topics.
  9. Contribute to knowledge base articles and user guides.
Requirements:
  1. Previous experience in IT support or customer service roles.
  2. Basic understanding of networking, operating systems, applications, and hardware.
  3. Experience with service desk software such as Freshdesk or Atlassian: Jira.
  4. Strong problem-solving abilities and attention to detail.
  5. Effective communication and interpersonal skills.
Preferred Qualifications:
  1. ITIL certification.
  2. Experience with remote support tools and techniques.
  3. Familiarity with industry-specific software applications.
Benefits:
  • Leave Benefits - 10 days VL, 10 days SL, 1 day Birthday Leave, 3 days Compassionate Leave, 5 days Wellness and Care Leave.
  • HMO Coverage from Day 1 - free for employee and 2 dependents.
  • Life Insurance Coverage from Day 1 - up to 4x annual salary.
  • Employee Assistance Program (EAP) thru Lifeworks.
  • Medical and Clothing Allowance.
  • With Hardship Fund.
  • Share With Scheme.
  • Premium access to Go-1 LMS with over 8000+ courses.
  • Monthly Lunch and Learn sessions.
  • Flexi Fridays - enjoy your Friday afternoons.
  • Quarterly Team Lunches and other social activities.

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