Technical Support Specialist

4 days ago


Cebu City, Central Visayas, Philippines Aescalade Business Support Services Full time

We are seeking a skilled Technical Support Specialist to join our team at Aescalade Business Support Services. In this role, you will be responsible for providing timely and efficient technical support to our clients.

Aescalade is a Chicago-based healthcare technology company that is revolutionizing how health systems purchase and manage surgical devices. As a Technical Support Specialist, you will play a key role in ensuring the success of our clients by troubleshooting technical issues and providing expert software support.

Key Responsibilities:
  • Troubleshoot technical issues and provide expert software support
  • Efficiently use modern productivity tools to manage tasks
  • Act as an escalation point for resolving customer concerns
  • Create, track, and resolve support tickets promptly
  • Assist clients with software and system-related challenges, such as inventory tracking, slow performance, data access issues, and printing problems
  • Escalate complex cases to Tier 2 support technicians or senior analysts
  • Communicate via phone, email, and chat (inbound & outbound)
Requirements:
  • 2+ years of experience in a remote work or BPO environment
  • Strong technical troubleshooting skills and attention to detail
  • Problem-solving mindset with an analytical approach to processes
  • Ability to work independently or as part of a team
  • Excellent communication skills and a customer-first attitude
  • Proficiency in Microsoft Excel (Pivot Tables, Formulas), Slack, Zoom, Teams, and HubSpot
  • Self-starter who thrives in a fast-paced environment
  • Willing to work rotating shifts
Work Setup:

Hybrid (onsite + remote)

Rotating shifts

What We Offer:
  • Competitive salary (negotiable based on skills & experience)
  • Health insurance (after 6 months)
  • Additional benefits:
  • 13th-month pay
  • Overtime pay
  • Performance-based bonuses


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