About Us
Hello Connect
Hello Connect is a subsidiary of Hello Fresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of Hello Fresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.
Hello Fresh
Hello Fresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.
The Role

We are seeking a customer-focused IT Support Engineer to provide 1st Level Support to our globally distributed, diverse team at the crossroads of technology and food.
Job Description

• Provide remote Level 1 IT support in Azure, Google Workspace, Atlassian, and various Saa S applications for Hello Fresh Group
• Deliver high-quality IT Support by meeting team KPI targets
• Resolve IT requests in a customer-centric manner
• Contribute to L1 IT projects like license cleanups and knowledge base management.
• Assist in the maintenance of our internal directories and Saa S tools
• Troubleshoot IT issues independently and collaboratively
• Collaborate with our Global IT teams to continuously improve our internal processes
• Triage, escalate, and prioritize incoming IT Support requests

Skills and Preferred Qualifications:

• You can speak English at a professional working level
• Experience as an IT Support or a similar IT position
• OR you have completed an IT-related field of study/apprenticeship/internship
• Open to working in a 24*7 shift system
• Exceptional customer service and get a kick out of helping other people
• First-hand experience managing user directories and Saa S applications
• Azure AD, Google Workspace, 1Password, Atlassian, etc.
• Effective communication and troubleshooting methods.
• A good team player
• Knowledge and certifications in any of the following skills would be highly desirable:
• ITIL, ITSM, Azure AD, Google Workspace, Jira Service Management

Benefits

• Unused leave credits can be converted into money for a maximum of 5 days, provided at the end of the year.
• 13th-month pay is calculated proportionally based on the duration of employment.
• Long Service Benefit is granted at a rate of 0.5 times your monthly basic salary per year of service, capped at a maximum of 2 monthly salaries.
• Health Maintenance Organization (HMO) coverage is available for the principal employee from the first day of employment and for one dependent after one year.
• Group Life Insurance is provided.
• Paid time off includes 10 days per year during the first year of employment, and 20 days per year starting from the second year of employment.

Why work for us?
At Hello Connect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, Hello Connect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.
#HCHosted
Job Types: Full-time, Permanent
Pay: Php35,000.00 - Php39,000.00 per month
Benefits:

• Company events
• Health insurance
• Life insurance

Schedule:

• Early shift
• Monday to Friday
• Weekends

Supplemental Pay:

• 13th month salary
• Anniversary bonus

Ability to commute/relocate:

• National Capital Region: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you willing to work on a Hybrid set-up (3 days on-site, 2 days WFH)?
• Do you have experience in providing remote support?

Experience:

• Service Desk/Customer Care: 1 year (Required)