Technical Support Specialist

4 weeks ago


Quezon City, National Capital Region, Philippines Strategic Networks Inc. Full time

Company Overview

Strategic Networks Inc. is a leading provider of innovative solutions and services.

Job Summary

We are seeking an experienced Technical Support Specialist to join our team.

Key Responsibilities

  • Act as the primary point of contact for customers' technical queries via inbound and outbound calls.
  • Provide troubleshooting assistance over the phone or remotely using various tools, such as CMRC, Remote Desktop Connection, and Microsoft Teams.
  • Evaluate customer concerns, isolate issues, and escalate Level 2 dependencies to respective towers or groups for resolution.
  • Create tickets, ensuring completeness and accuracy, and provide regular updates to customers on raised concerns.
  • Monitor and resolve user-submitted tickets via Dynamics365.
  • Reset passwords and verify SAP account status as required.
  • Set up new accounts through KOLAH, CSO Freegoods, OCP, and AR portals.
  • Install applications remotely.
  • Develop effective solutions that enhance customer experience.
  • Respond promptly to customer inquiries.
  • Maintain a high level of knowledge about programs and services to deliver exceptional value-based technical solutions.
  • Take ownership of assigned tasks and ensure timely completion.
  • Meet attendance requirements based on Service Level Agreements and exceed Key Performance Indicator targets set by clients.
  • Promote high levels of customer satisfaction and foster positive working relationships with supervisors and colleagues.

Compensation Package

We offer a competitive salary in the range of $60,000 - $80,000 per annum, depending on location and experience.



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