Expert Technical Support Specialist
16 hours ago
Job Title:
">- Technical Service Representative
The Technical Service Representative I role is responsible for ensuring timely support and customer service requests are resolved while achieving industry-leading customer satisfaction scores. The role assists in identifying and escalating recurring system issues, working on initiatives and ongoing projects as assigned, and performing additional duties as needed.
Responsibilities- Provide front-line technical support with exceptional customer service via email, phone and chat to achieve target customer satisfaction on assigned tickets.
- Utilize excellent communication and interpersonal skills to ensure that customer and system issues are resolved promptly.
- Document all customer issues and support calls in the ticket system, including problem resolution and time to fix, as well as update existing documentation when found to be incomplete or inaccurate.
- Identify recurring customer issues and collaborate with the Support Team to determine permanent resolutions and solve tickets in the queue.
- May participate in an on-call schedule, including weekends and after-hours.
- Complete assigned training and any other technical training which relates to your job and required skills.
- Assist with dispatch duties as assigned.
- Proficient with Active Directory Fundamentals On-Prem and Azure O365.
- Working knowledge of Group Policy, RDS/RDP, and Citrix fundamentals.
- Working knowledge of Windows desktop and server operating systems plus Cloud hosting principles.
- Knowledge of local printer configurations in Remote VMs & Local on-prem machines.
- Minimum 2 years of working experience in technical support.
- Experience supporting MS Office products (QuickBooks experience is preferred).
- Recent working experience with Active Directory.
- MS certifications would be a bonus but not required.
- Rate: Php 238.10 per hour.
- Work Type: Remote/WFH.
- Working Hours: TBD.
- Seniority level: Associate.
- Employment type: Full-time.
- Job function: Information Technology.
- Industries: IT Services and IT Consulting.
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