Senior Technical Support Specialist

1 week ago

Ortigas, Philippines RecruiterPH Full time
Technical Support Specialist Job Description

We are seeking a skilled and experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide enterprise-level assistance to our customers, diagnosing and troubleshooting software and hardware problems, and helping our customers install applications and programs.



Responsibilities


  • Research and identify solutions to software and hardware issues.
  • Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Next Level Team)
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Maintain logs of downtime, repair and meter charges
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients.


Qualifications


  • At least 4 years' work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
  • Hands-on experience with Windows/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products


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