L1 Helpdesk Support

6 days ago

Pasig, National Capital Region, Philippines iRipple, Inc. Full time

Job Overview

The L1 Help Desk serves as the first point of contact for customer inquiries and support requests. This role involves assisting leads and existing clients with questions or issues related to iRipple's products. Responsibilities include troubleshooting basic technical problems, escalating more complex issues to higher-level support, and ensuring a seamless customer experience. Strong communication and problem-solving skills are essential, as the L1 team operates 24/7 to provide timely assistance and maintain customer satisfaction.

Responsibilities

  • Serve as the primary point of contact for customer inquiries, providing timely and accurate responses via phone, email, or chat.
  • Diagnose and troubleshoot basic technical issues, escalating more complex problems to higher-level support when necessary.
  • Log customer interactions, track issues, and ensure resolutions are communicated back to the client in a professional and clear manner.
  • Collaborate with the internal team to share insights from customer feedback and improve the overall support experience.
  • Document all customer inquiries and/or concerns, especially those that need to be escalated to higher-level support, to facilitate a seamless handover process.
  • Respond to inquiries from prospects, partners, and applicants.
  • Proactively communicate with clients to update them regarding their requests.

Qualifications

  • Experience in customer service or technical support, ideally in a software or IT-related field.
  • Strong communication skills in both written and spoken English, with the ability to explain technical issues to non-technical users.
  • Basic troubleshooting skills and familiarity with software systems; knowledge of retail POS systems is a plus.
  • Must be willing to work weekends and holidays based on team rotation schedule.

Job Types: Full-time, Permanent

Application Question(s):

  • How much is your expected salary? (Please don't remain unanswered)
  • How soon can you start? (Please don't remain unanswered)

Work Location: In person

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