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Technical Support Specialist

3 weeks ago

Manila, National Capital Region, Philippines Satellite Office Full time

Satellite Office is a global company with a rich and diverse culture where you can thrive, grow, and be part of an amazing team. We're looking for a skilled Technical Support Specialist to join our team in Australia.

As a Technical Support Specialist, you will be the first point of contact for customers seeking assistance over the phone or email. You will provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offering advice to solve them.

Your key responsibilities will include:

  • Assisting customers with routine IT issues; more complicated matters are escalated
  • Serving as the first point of contact for customers seeking assistance over the phone or email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Walking the customer through the problem-solving process
  • Providing accurate information on products or services
  • Recording events and problems and their resolution in logs
  • Following up and updating customer status and information

You must have knowledge of multiple solutions such as Unified Communications, Network, Telephony, and Cloud with the ability to communicate effectively to understand the problem, troubleshoot, and articulate updates clearly to the business and the client through to resolution.

We're looking for someone with:

  • Experience as a help desk technician or in another equivalent customer support role
  • Knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications, and Cloud
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills, both written and verbal