Technical Support Specialist
1 week ago
Strategic Networks Inc. is seeking a highly skilled Technical Support Specialist to join our team in BGC, Taguig.
The ideal candidate will have a strong background in IT system problem handling and resolution, IT equipment problem solving, and customer complaint management.
We are offering a competitive salary of $45,000 per year, commensurate with experience.
Job DescriptionCompany Overview: Strategic Networks Inc. is a leading provider of telecommunications services, dedicated to delivering exceptional customer experiences.
Salary: $45,000 per year, based on qualifications and experience.
Job Responsibilities:
- Respond to or resolve IT system problems at the service desk level, aiming for first-call resolution and escalating unresolved issues to second-line support.
- Coordinate the service desk's unified scheduling and transfer IT equipment problems to the appropriate maintenance personnel based on the problem type.
- Manage IT-related customer complaints received from the Customer Service Center, collecting, summarizing, and reporting them promptly for smooth communication and timely processing.
- Oversight of IT fault/alarm scheduling and distribution of fault tickets, notification and dispatch of second-line support, reasonable interception, centralized scheduling, and unified communication for cross-professional/departmental/regional issues.
- Ensure timely follow-up on tickets and tasks related to operation metrics assessment.
- Evaluation of the performance of operations and maintenance personnel.
- Daily inspections as per schedule, providing detailed reports after each inspection.
- Summarization of daily service request knowledge, documentation of valuable information, and submission to the knowledge base administrator.
Requirements:
- Bachelor's degree in any field.
- Strong verbal and written communication skills to effectively interact with internal and external clients.
- Pleasing personality and keen attention to detail.
- Able to work effectively within a team and coordinate with other departments to resolve issues.
- Ability to analyze issues, identify patterns, and provide effective solutions.
- Competence in maintaining accurate records of all customer interactions, issues, and resolutions.
- Quick adaptability to new processes, technologies, and environments.
- Amenable to work on a hybrid setup in BGC, Taguig, and available to start immediately.
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