Support and Helpdesk Coordinator

Position Summary:

Support and Helpdesk Coordinator plays a critical role in managing and delivering efficient technical support to clients and ensuring the smooth operation of both helpdesk and field service teams. This position involves overseeing daily helpdesk activities, managing ticketing workflows, coordinating field engineers, resolving escalated issues, and working closely with cross-functional teams such as R&D and Product Support. The coordinator also ensures that service standards are met, documentation is maintained, and that support staff are properly guided and trained.

Job Description:

Helpdesk and Support Operations:

• Oversee helpdesk operations and monitor daily team activities to ensure efficient and effective support delivery.
• Regularly monitor and manage the helpdesk ticketing system to ensure timely resolution of incidents and service requests.
• Guide helpdesk team on issue resolution and proper ticket documentation practices.
• Track aging tickets and coordinate with the R&D team for resolution of complex issues beyond helpdesk capabilities, including those requiring onsite support.
• Analyze aging and recurring tickets, conduct root cause analysis and present actionable recommendations to management and technical teams to implement long-term solutions and process improvements.
• Conduct weekly helpdesk meetings to address client concerns, pending tickets and implement corrective and preventive actions as needed.
• Coordinate directly to clients to manage escalated concerns that require higher-level support.
• Monitor helpdesk email and Viber channels to ensure all client communications are handled promptly, professionally, and accurately.
• Prepare and present monthly performance reports, highlighting unresolved or aging tickets and recommending actions for long-standing issues.
• Ensure adherence to Service Level Agreements (SLAs) by monitoring ticket resolution times, response rates, and overall service performance to meet or exceed client expectations.

Field Support:

• Coordinate and schedule field support engineers or technicians for the onsite implementation of newly deployed POS systems.
• Supervise and provide guidance to field engineers during onsite support and implementation activities.
• Organize and conduct training sessions for field engineers, as needed.
• Ensure timely dispatch and resolution of onsite support activities in compliance with defined Service Level Agreements (SLAs).

Coordination & Communication:

• Oversee PSD support activities related to POS staging and perform final unit inspection before deployment.
• Coordinate with the administrative team to organize and confirm delivery schedules.
• Coordinate with internal teams (Developers, FSE etc.) to resolve client issues efficiently.

Job Qualification:

• Graduate of Bachelor's Degree in Information Technology, Computer Science, IT -related courses.
• With at least 1-2 years of experience in IT Support /Helpdesk role.
• Experience with ticket management such as: OTRS JIRA, Zandesk or any similar ticketing platform is an advantage.
• With hands-on experience with support services such as testing, commissioning, installation, implementation, and troubleshooting.
• Knowledge in incident and problem management is an advantage.
• Can work in a high-pressure environment and can handle multiple projects and implementation.
• Well-oriented in all facets of customer care services and has the ability to work well with the people inside and outside the organization.
• With good communication skills.
• Excellent organizational skills

Job Type: Full-time

Benefits:

• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Promotion to permanent employee

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person