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Technical Support Specialist Tier 1
2 weeks ago
Position Title: Technical Support Specialist Tier 1
Work Set Up: On-Site
Schedule: 8:00 PM - 5:00 AM PHT
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga
Quick Rundown:
The Technical Support Tier 1 specialist serves as the frontline gatekeeper of the support team, handling the majority of incoming tickets with speed, accuracy, and professionalism. This role focuses on delivering excellent customer service, resolving common technical issues, and ensuring proper triage so that more complex tasks are escalated efficiently to Tier 2.
What You'll Do:
- Act as the first point of contact for all technical support inquiries.
- Resolve basic issues such as password resets, account unlocks, access issues, and standard software troubleshooting.
- Provide step-by-step assistance for simple Google Workspace and Office 365 tasks.
- Manage common hardware and printer-related troubleshooting requests.
- Maintain clear, complete, and accurate documentation for every ticket.
- Follow established workflows and escalation procedures with zero deviation.
- Accurately identify when to escalate to Tier 2 and ensure proper information is included.
- Ensure fast resolution times to keep ticket queues healthy and efficient.
- Deliver outstanding customer service with excellent spoken and written English.
What We're Looking For:
- Strong customer service background (helpdesk, call center, or support experience preferred).
- Excellent English communication skills, both written and verbal.
- Familiarity with ticketing systems such as Zendesk, Freshdesk, Jira Service Desk, or similar.
- Ability to follow processes with precision and consistency.
- Organized and detail-oriented with strong documentation habits.
- Calm, patient, and professional when dealing with users.
- No deep technical skills required, but must be comfortable with basic troubleshooting.
- Ability to follow processes and SOPs strictly and consistently.
Why You'll Love Joining the CO Fam
At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup - it's where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.
Here's what's in store for you:
Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.
Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches
At CO, it's not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team
