Advanced Technical Support Specialist

7 days ago

Dumaguete, Central Visayas, Philippines beBeeSupport Full time ₱729,000 - ₱1,572,100

Job Role:

Technical Support Expert

We are seeking a highly skilled Technical Support Expert to join our team. As a Technical Support Expert, you will be responsible for providing advanced technical support to our clients.

Main Responsibilities:

  • Handle tier 3 service desk tickets requiring in-depth technical skills and analysis of complex issues.
  • Develop solutions to difficult technical problems and collaborate with cross-functional teams to resolve customer complaints.
  • Escalate critical issues to senior technicians as needed.
  • Provide timely and accurate updates to customers regarding issue status and resolution times.
  • Create and maintain comprehensive documentation on resolutions, root causes, and best practices.
  • Stay up-to-date with industry trends, new technologies, and evolving standards to provide expert advice to colleagues and management.
  • Conduct training sessions for new hires and contribute to the development of training materials and programs.
  • Collaborate with other departments to identify areas for process improvement and implement changes to optimize efficiency and effectiveness.

Required Skills and Qualifications:

  • A strong drive for results and passion for delivering exceptional customer experiences.
  • Excellent communication and interpersonal skills to effectively collaborate with internal stakeholders and external customers.
  • In-depth knowledge of Microsoft Windows 10-11 and Microsoft Office 365 suite.
  • Experience in using service desk ticketing tools.
  • Bachelor's degree in any IT-related course with relevant experience in fixing software and hardware issues.
  • Three years of relevant experience in advanced technical support roles.
  • ServiceNow experience is a plus.

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