Helpdesk Technical Support

4 days ago

Mandaluyong City, National Capital Region, Philippines One Commerce (Int'l.) Corporation Full time ₱400,000 - ₱600,000 per year

Join our After Sales Delivery (ASD) Team as a Helpdesk Technical Support

Minimum Requirement

  • Bachelor's degree in ECE, Electrical, IT, or any related field.
  • Fresh grads are also welcome to apply
  • Background in telecom systems and technical troubleshooting.
  • Experience in remote alarm monitoring, backend configuration, and system diagnostics.
  • Proficient in using ticketing platforms for issue tracking and resolution.
  • Familiar with the Microsoft Dynamics NAV application and its processes.
  • Proficient in MS Office tools, especially Excel and PowerPoint.
  • Strong communication skills with the ability to handle calls and support customers and internal clients.

Job Functions

  • Serve as the first point of contact for customer queries and technical support concerns.
  • Create support tickets, escalate unresolved issues, and manage ticket lifecycle to resolution.
  • Analyze and troubleshoot reported issues, providing initial resolution or forwarding to the appropriate team.
  • Update and maintain the warranty tracker, and monitor tickets to ensure timely updates and closures.
  • Coordinate with the Resource Group to assign teams for on-site support as needed.
  • Maintain continuous communication with on-site teams to ensure service delivery.
  • Ensure accurate and timely closure of resolved tickets.
  • Assist in filing and monitoring job orders (JO), cash advances (CA), request for estimates (RFE), and TERFs in NAV and the ticketing system.

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