Call Center Technical Specialist Jobs, in Lapu-Lapu City

Gratitude Inc

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14 hours ago

0-1 Year(s)

Cebu Central Visayas (Lapu Lapu city)

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Job Description

Key Skills

Technical Support CSR

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Technical Support Representative is responsible for providing and assisting our clients & customer queries and concerns to support the organization. Technical Support Representative manages helpdesk tickets end-users through communication procedures to ensure resolution. Proficiency in using help desk software and remote support tools. Familiarity with a range of operating systems, software applications, and hardware devices. Assisting customers in resolving errors, documenting the process and the performance of all systems.

Duties/Responsibilities:

Provide technical assistance and support related to computer systems, hardware, or software.

Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Provide remote support to any user at any location.

Monitor and respond quickly and effectively to requests received through the IT helpdesk and process first-in first-out based on priority.

Investigate user problems and identify their source; determine possible solutions; test and implement solutions.

Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.

Help to develop support and training tools that increase system usability.

Develop, both technical and end-user documentation.

Responsible for setup of new users and removal of terminated employees.

Escalate issues to higher tier IT staff.

Responsible for most IT tickets submitted via ticketing system or bumping to higher tier if appropriate.

Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

Follow communication procedures, guidelines and policies.

Handle customer concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Determine the cause of the problem, select the best solution to the problem, and explain to the customer the resolution

Required Skills/Abilities:

Perform with general supervision, develop and analyze alternative courses of action.

Exercise independent judgment in planning, organizing, and performing tasks.

Ability to communicate, motivate, and organize IT requests among a broad spectrum of employees throughout the network, frequently under deadline pressure.

Knowledge of information systems, including some familiarity with financial/business applications, clinical applications, and managed care applications, sufficient to use and support online.

Knowledge of methodology to run computer systems and troubleshoot computer equipment malfunctions.

Provide other hands on technical support like Mac device hardware repairs.

Able to analyze and perform repairs related to Mac systems, operating issues, and their peripherals.

Demonstrate excellent communication skills and ability to convey ideas and information, verbally and in writing.

Must exhibit kindness and compassion at all times.

Exhibit initiative and the ability to work independently or lead and perform as part of the larger team.

Associates Degree in a related IT field OR 1-2 years of relevant technical.

Excellent communication skills is a MUST

Ability to commute/relocate:

Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)

Role

Customer Service Executive -Technical

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Hybrid

Process

Voice

Functional Area

ITES / BPO / Customer Service

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