Software Support Specialist

3 days ago

Manila, National Capital Region, Philippines Complete Development (CoDev) Full time $40,000 - $60,000 per year

The Tier 1 Support Specialist serves as the primary point of contact for users experiencing technical issues or requiring assistance with both our MAPS and MTD solutions. This role is crucial for providing prompt, courteous, and effective solutions, ensuring a positive user experience. The ideal candidate will have excellent communication skills, a foundational understanding of IT concepts, and a strong commitment to problem-solving.

Key Responsibilities:

  • Front-Line Support:

  • Respond to incoming support requests via phone, email, chat, and/or ticketing

    system in a timely and professional manner.

  • Log all support interactions and resolutions accurately in the helpdesk ticketing

    system.
  • Gather detailed information from users to understand the scope of their issues.

  • Troubleshooting & Resolution:

  • Perform initial diagnosis and troubleshooting of common technical issues (e.g. password resets, connectivity problems).

  • Provide step-by-step guidance to users to resolve their problems.
  • Escalate complex or unresolved issues to Tier 2 Support or other relevant teams

    with comprehensive documentation.

  • Customer Service Excellence:

  • Maintain a positive and empathetic attitude while assisting users.

  • Clearly communicate technical information to non-technical users.
  • Follow up with users to ensure satisfaction and resolution.

  • Documentation & Knowledge Sharing:

  • Contribute to and update the knowledge base with common issues and their

    resolutions.

  • Identify recurring problems and suggest improvements to processes or

    documentation.

Qualifications:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a

    related field is a plus.
  • Experience: 1-4 years of experience in a technical support, helpdesk, or customer service role.

Technical Skills:

  • Familiarity with Windows and/or macOS operating systems.
  • Basic understanding of networking concepts (TCP/IP, Wi-Fi).
  • Proficiency with Microsoft Office Suite (Word, Excel).
  • Experience with a helpdesk ticketing system (e.g., Zendesk, ServiceNow)

    preferred.
  • Knowledge of common software applications and basic hardware components.

Soft Skills:

  • Exceptional verbal and written communication skills.
  • Strong active listening and problem-solving abilities. Excellent customer service orientation and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Patience, empathy, and a positive attitude.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

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