Technical Support Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱1,500,000 - ₱2,000,000
Job Description

This role involves delivering high-quality technical support to customers, partners, and colleagues in a fast-paced environment.

Key Responsibilities:
  • Provide hands-on technical troubleshooting, feature explanation, and best practice guidance for our product.
  • Install, modify, and make minor repairs to computer hardware and software systems.
  • Resolve tickets representing staff-generated technical requests or problems and troubleshoot technical and process issues to maintain productivity.
  • Maintain system functionality by testing computer components.
  • Help design and implement networks.
  • Consult with users to determine appropriate hardware and software needs and assist in placing orders.
  • Maximize computer systems capabilities by studying technical applications and making recommendations.
  • Test compatibility of new programs with existing ones.
  • Gather data to identify and evaluate technical purchasing options.
  • Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
  • Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
  • Install software and necessary applications for workflow.
  • Train users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
  • Maintain system capability by testing computer components.
  • Carry out software, network, and database performance tuning.
  • Document hardware and software updates.
  • Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
  • Prepare reference material for users by drafting operation instructions.
  • Support other team members to ensure program success.
Requirements
  • Candidates should be analytical and critical thinkers, passionate about client satisfaction.
  • At least 2 years of technical support experience, preferably supporting customers via email and chat.
  • General knowledge of how web-based and mobile apps work.
  • Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
  • Ability to thrive in a dynamic and evolving environment – must be adaptable.
  • Metrics-driven and proven ability to handle a high volume of customer interactions.
  • Strong conflict resolution skills and even temperament in challenging situations.
  • Native or near-native written and spoken English.
  • Ability to properly understand and convey tone via written communications.
  • Creative problem-solving skills.
  • Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
  • Loads of empathy – you genuinely care.
  • Proactive attitude and ability to work with limited supervision.

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