Technical Support Associate

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeTechnical Full time ₱78,416 - ₱196,040
Job Overview

The Technical Support Associate role focuses on providing timely and effective technical assistance to customers while ensuring industry-leading customer satisfaction scores. This position involves identifying and resolving technical issues, escalating recurring problems, and contributing to ongoing projects.

Key Responsibilities:
  • Offer front-line technical support with exceptional customer service via email, phone, and chat, achieving target customer satisfaction on assigned tickets.
  • Utilize excellent communication and interpersonal skills to resolve customer and system issues promptly.
  • Fully document all customer issues and support calls in the ticket system, including problem resolution and time to fix.
  • Identify recurring customer issues, diagnose root causes, and collaborate with the Support Team to determine permanent resolutions.
  • Maintain an on-call schedule, including weekends and after-hours.
  • Complete assigned training and technical training related to job requirements.
Required Skills/Abilities:
  • Proficient with Active Directory Fundamentals On-Prem and Azure O365.
  • Working knowledge of Group Policy, RDS/RDP, and Citrix fundamentals.
  • Working knowledge of Windows desktop and server operating systems, plus Cloud hosting principles.
  • Knowledge of local printer configurations in Remote VMs and Local on-prem machines.
  • Minimum 2 years of working experience in technical support.
  • Experience supporting MS Office products, with QuickBooks experience preferred.
  • Recent working experience with Active Directory.
  • MS certifications are a bonus but not required.
Education and Experience:
  • High school diploma or equivalent is required.
  • 1 year related IT work experience and/or training, or equivalent combination of education and experience, is preferred.

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