Philippines Job Openings
Flat Planet Philippines
L1 Technical Support
Makati City
FULL TIME
November 6, 2024
Job Summary:
The Level 1 Technical Support team serves as the first point of contact for customers seeking assistance with a wide range of technology-related challenges. This team conducts a review of logged tickets, aiming to resolve them as the primary support layer. Tickets are only reassigned when they require specialist skills or advanced access. By performing systems checks and troubleshooting solutions, the team plays a crucial role in ensuring customer satisfaction and represents the face of technology.
Essential Duties/Responsibilities:
As an integral member of the Operations team, your primary job responsibilities as Level 1 Technical Support are:
- Participate in weekly team huddles within Client.
- First point of contact by responding to support emails and answering incoming support calls on all tickets driving Incident management with a strong focus on quick turnaround times & accurate resolutions.
- Provide a high level of customer service to both Internal and External parties.
- Demonstrating a professional approach, with clear and concise communication in a timely manner to all parties.
- Take initiative in developing skills as individuals outside of training that is already provided. This may include, but not limited to reading manuals and exploring company products.
- Ensuring that support processes and procedures are followed. Reporting directly to the Customer Support Lead of issues regarding support cases or project tasks in a timely manner.
- Ensure that any Operational Documents are used and signed off as required.
- Ensure daily checks, support cases and tasks assigned in your support queue are completed in a timely manner.
- Troubleshoot and resolve basic technical issues related to hardware, software, and networking.
- Log and track all support requests using our ticketing system.
- Provide clear and concise documentation of issues and resolutions.
- Providing support for user accounts and access permissions in the managed platforms.
- Escalate unresolved issues to appropriate technical teams or higher-level support.
- Maintain knowledge base articles and documentation for common issues and solutions.
- Participate in training sessions and continuous learning opportunities to enhance technical skills.
- Follow up with customers to ensure issues are resolved to their satisfaction.
- Troubleshoot and resolve basic application issues, providing timely updates to users throughout the process.
- Collaborate with Level 2 support and development teams for escalated issues, ensuring efficient resolution.
- Maintain knowledge of application functionality and stay updated on system changes and enhancements.
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
- 8 hour shift
- Day shift
- Fixed shift
- Monday to Friday
- 13th month salary
- Technical Support: 1 year (Preferred)
- English (Preferred)
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