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Technical Support Specialist

2 weeks ago

Ortigas Pasig, Philippines CEPAT KREDIT FINANCING INC. Full time

We are seeking a highly skilled and customer-focused Technical Support Associate to provide exceptional assistance to our clients and users.

About the Role

This role involves troubleshooting technical issues, resolving customer inquiries, and ensuring a smooth user experience with our products and services. The ideal candidate will have strong technical knowledge, excellent communication skills, and a passion for problem-solving.

Key Responsibilities:
  • Serve as the primary point of contact for customers seeking technical assistance via phone, email, or chat.
  • Diagnose and troubleshoot technical issues related to hardware, software, or applications.
  • Provide step-by-step guidance and solutions to resolve customer issues promptly and effectively.
  • Escalate complex problems to higher-level support teams or engineers as necessary.
  • Assist in configuring, setting up, and maintaining customer systems and accounts.
  • Test and replicate reported issues to identify root causes.
  • Collaborate with internal teams to ensure timely issue resolution and continuous improvement.
  • Stay up-to-date with product knowledge, system updates, and new features.
  • Contribute to the development of support documentation, FAQs, and knowledge base articles.
Requirements:

To be successful in this role, you will need:

  • In-depth knowledge of IT infrastructure, systems, and networking.
  • Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.
  • 1+ years of experience in technical support, helpdesk, or a related role. Fresh graduates also welcome.
  • Strong troubleshooting and problem-solving skills.
  • Familiarity with operating systems (Windows, macOS, Linux) and common software applications.
  • Basic knowledge of networking concepts (IP, DNS, VPNs).
  • Excellent communication skills, both verbal and written.
  • Patience and ability to explain technical concepts to non-technical users.
  • Ability to work independently and as part of a team in a fast-paced environment.