Client Helpdesk Support L1-L3

5 days ago

Manila, National Capital Region, Philippines Flexisource IT Full time ₱800,000 - ₱1,200,000 per year

CLIENT HELPDESK SUPPORT L1 - L3

About the role

  • We are looking for a
    Client Helpdesk Support
    with a focus on
    gaming systems and casino technology
    . In this role, you will provide multi-level support for
    desktops, laptops (Windows and Mac), tablets, printers, mobile devices, and storage devices
    , with a specific emphasis on
    gaming hardware and software.

Key Responsibilities

  • You will assist customers with
    product installations, setups, activations, and related services
    , from
    basic installations to more complex configurations and troubleshooting
    , particularly within casino gaming environments.
  • You will handle incoming calls, emails, and chats from gaming industry clients and casino operators, addressing both routine technical support needs and escalated, complex issues.
  • Your
    SQL knowledge
    will be used to address database-related queries, especially those involving gaming platforms, with tasks ranging from
    basic SQL queries to advanced database management and optimization.
  • You will provide prompt and professional solutions to technical issues, escalate problems to higher levels when necessary, and mentor junior team members as your expertise grows.
  • Ensuring accurate and detailed documentation of all interactions in our ticketing system will be key, with more comprehensive reporting needed at higher levels.
  • You will collaborate closely with team members to resolve technical issues and provide exceptional customer service, especially in high-pressure casino environments.

Requirements

  • We are seeking candidates with proven experience in technical support, particularly within the
    gaming or casino industries.
  • Troubleshooting of desktops, gaming systems, and mobile devices is essential.
  • Advanced knowledge of network configurations, gaming system diagnostics, and casino technology is expected.
  • Candidates should possess deep expertise in enterprise-level IT environments,
    gaming server management, and system integration specific to casino operations.
  • Familiarity with
    SQL
    is required, with increasing expertise at each level.
  • Strong communication and problem-solving abilities are essential, and you must be able to manage multiple tasks while providing outstanding support in fast-paced gaming environments.
  • Your ability to resolve complex issues and support casino operations will be critical to your success in this role.

Work Details

  • Shift: Monday to Sunday:
    shifting/ rotating schedule;
    depending on business needs
  • Location: Makati | *Work from Home Until Further Notice
  • Status: Full Time

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