Technical Support Specialist

6 hours ago


Manila, National Capital Region, Philippines Addmore Outsourcing Inc. Full time
Technical Support Specialist

We are seeking a highly skilled and dedicated Technical Support Specialist to join our team at Addmore Outsourcing Inc. This role involves providing exceptional customer support by diagnosing and resolving technical issues, addressing software and hardware concerns, and assisting users with technical procedures.

Key Responsibilities:
  • Provide high-quality technical support to customers via phone, email, and chat, diagnosing and resolving hardware, software, and network issues efficiently.
  • Identify, analyze, and troubleshoot technical problems, escalating complex issues to higher-level support teams as needed, ensuring timely and effective resolution.
  • Assist customers with the setup, configuration, and usage of our products and services, providing clear and comprehensive instructions to help users understand technical processes.
  • Maintain accurate records of customer interactions, technical issues, and resolutions in our support ticketing system, documenting known issues and solutions for future reference.
  • Develop and maintain a deep understanding of our products, services, and technical infrastructure, staying current with updates and changes to ensure accurate support.
  • Monitor and maintain system performance, including conducting regular checks and responding to alerts, performing routine maintenance tasks to ensure system reliability.
  • Collect and analyze customer feedback to identify recurring issues or areas for improvement, reporting findings to management and contributing to continuous improvement initiatives.
  • Assist in the development of training materials and documentation for both customers and internal team members, providing training sessions as needed.
  • Work closely with other technical teams and departments to resolve complex issues and enhance overall service delivery, sharing knowledge and best practices with colleagues.
  • Adhere to company policies and procedures, including security protocols and data privacy regulations, ensuring that all interactions and technical support practices are in compliance with industry standards.
Qualifications:
  • Bachelor's degree in computer science, Information Technology, or a related field; or equivalent work experience.
  • Proven experience in a technical support or IT support role.
  • Strong troubleshooting and problem-solving skills with the ability to think critically and analytically.
  • Familiarity with common operating systems (Windows, macOS, Linux) and software applications.
  • Experience with networking concepts and tools, including routers, switches, and VPNs.
  • Certifications (e.g., CompTIA A+, Network+, or similar) are a plus.


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