End User Service Technician

2 weeks ago


Manila, National Capital Region, Philippines SolarWinds Full time

SolarWinds is a leading provider of IT management software and solutions. We're seeking a talented Technical Support Specialist to join our End User Services team and provide technical support to end-users through live chat.

Key Responsibilities:

  • Provide technical support to end-users through live chat, addressing and resolving a wide range of issues.
  • Diagnose and troubleshoot hardware, software, network, and application problems for Windows and macOS platforms.
  • Guide users through step-by-step solutions with clear and effective instructions.
  • Escalate complex issues to Tier 2 onsite support or other teams, ensuring effective communication and resolution.

Requirements:

  • Proven experience in a Help Desk or Live Chat support role, with a focus on live chat or remote technical support.
  • At least one year of technical support experience.
  • Strong customer service orientation with a passion for helping users resolve technical issues.
  • Excellent written communication skills with the ability to explain technical concepts in a clear and concise manner.
  • Proficiency in using live chat tools and help desk ticketing systems.
  • Solid understanding of hardware, software, networking, and operating systems.


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