Technical Support Specialist

21 hours ago

Iloilo City, Western Visayas, Philippines beBeeSupport Full time ₱300,000 - ₱500,000

Job Overview

The Technical Support Specialist will provide critical technical support to clients via phone, email, and web sessions. This role involves managing daily requests or reported issues in our bug tracking system and collaborating with cross-functional teams to execute client requests.

Key Responsibilities:

  • Customer Support: Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
  • Request Processing, Issue Triage: Receive, Process incoming support requests, ensuring accurate administration of service requests.
  • Troubleshooting: Provide initial diagnosis and attempt to 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: Keep users informed about 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:

  • Fundamental understanding of IT systems, hardware, software, and networking concepts.
  • Familiarity with ticketing systems or service desk software.
  • Patience, empathy, and a customer-centric approach to problem-solving.
  • Careful and meticulous in their work.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

About the Role

This is an exciting opportunity for a skilled technical support specialist to join our global team. As a key member of our support function, you will play a vital role in delivering exceptional customer experiences and driving business growth.

We offer a dynamic and supportive work environment, opportunities for professional development, and a competitive compensation package.

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