Technical Support Speciallist

4 hours ago

Pasig, National Capital Region, Philippines Acquire Intelligence Full time ₱200,000 - ₱250,000 per year

Job Overview:

We are hiring a Tier 1 - Technical Support Specialist to provide first-level support to our customers, including physicians, nurses, and end users, ensuring they can spend more time with patients and less time managing prescriptions.

Our work environment is team-focused, flexible, and collaborative, and we are looking for a customer-focused team player who can provide efficient and effective resolutions while exceeding client expectations.

Key Responsibilities:

  • Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
  • Work with customers to gather information, request pertinent details, and assess issues.
  • Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or escalate cases to secondary support.
  • Utilize available documentation to understand and support client software applications.
  • Accurately record case details, troubleshooting steps, and resolutions in the case management system.
  • Follow up with customers to ensure issue resolution and satisfaction.

Requirements:

Education & Experience:

  • Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the role effectively. Minimum of 1 year of Software/IT Support experience in a customer-facing role.
  • Proficiency in Microsoft Office Suite. Experience using case management tools such as Salesforce, ServiceNow, or ZenDesk.
  • Strong problem-solving skills and attention to detail.
  • Excellent verbal and written communication skills. Ability to provide quick and accurate updates and solutions to customers.
  • Ability to multitask and manage time effectively in a fast-paced environment. Self-motivated and able to work both independently and collaboratively.
  • Passion for improving troubleshooting documentation and support processes.

Work Schedule & Location:

  • Must be based in the Philippines.
  • Onsite work required
  • May require shifting schedules, including weekends or holidays, depending on customer needs.

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