Frontline Technical Support Specialist

1 day ago

Pasig, National Capital Region, Philippines beBeeITSpecialist Full time ₱800,000 - ₱1,200,000
Service Desk Specialist

We are seeking a highly skilled Service Desk Specialist to provide exceptional technical support to our clients.

This is an exciting opportunity for a customer-focused individual who is passionate about delivering high-quality service and resolving complex technical issues.

Key Responsibilities:
  • Customer Support: Serve as the primary point of contact for users requiring technical assistance via phone, email, or ticketing system.
  • Request Processing and Triage: Receive, process, and prioritize incoming support requests to ensure accurate administration of service requests.
  • Troubleshooting: Employ critical thinking skills to diagnose and resolve technical issues related to hardware, software, and network connectivity.
  • Resolution and Escalation: Resolve user problems within established guidelines or escalate to appropriate support teams or higher-level technicians when necessary.
  • Communication: Maintain open communication with users regarding the status of their requests and provide timely updates on issue resolution progress.
  • Process Improvement: Identify recurring issues and suggest improvements to streamline support processes for enhanced efficiency.
Requirements:
  • Technical Knowledge: Possess a basic understanding of IT systems, hardware, software, and networking concepts.
  • Support Experience: Familiarity with ticketing systems or service desk software.
  • Interpersonal Skills: Demonstrate patience, empathy, and a customer-centric approach to problem-solving.
  • Attention to Detail: Careful and meticulous in work.
  • Time Management: Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Shift Work: Willingness to perform shift work, including evening and overnight shifts from home.
Education and Experience:
  • Education: High school diploma or equivalent required; Bachelor's degree in IT or related field preferred.
  • Experience: Prior experience in customer service, technical support, or help desk environment beneficial.

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