Job Description
Provide technical assistance: Assist customers in troubleshooting and resolving software and hardware issues via various channels such as laptops, desktops, phone (if applicable), emails, chat (if applicable), and other IT equipment. Offer prompt and effective solutions to ensure customer satisfaction. Diagnose and troubleshoot: Identify the root cause of technical problems reported by our internal customers by analyzing symptoms, gathering relevant information, and using appropriate troubleshooting techniques. Ensuring optimal application functionality by configuring networks. Customer support: Interact with customers professionally and courteously, demonstrating excellent communication skills. Guide our internal customers through product installations, configurations, and usage to ensure a smooth customer experience. Issue resolution: Resolve technical issues by applying logical thinking and problem-solving skills. Offer step-by-step guidance, explanations, and workarounds to assist our internal customers in resolving their technical challenges. Documentation and tracking: Accurately document customer interactions, technical issues, and resolutions in a ticketing system(iTop). Ensure all relevant information is captured for future reference and continuous improvement. Compile IT instruction manuals and useful IT support resources. Collaboration and escalation: Collaborate with cross-functional teams, such as system administrator, database administrator, helpdesk support, or engineering, to escalate and resolve complex or unresolved technical issues. Provide clear and detailed information to aid in the investigation and resolution process. Continuous learning and knowledge sharing: Stay up to date with the latest product updates, industry trends, and emerging technologies relevant to the company's products. Contribute to the development of knowledge base articles, support documentation, and training materials to enhance customer self-service and internal knowledge sharing. Customer satisfaction: Strive to achieve high levels of customer satisfaction by delivering exceptional technical support. Monitor and measure customer feedback, ensuring prompt and effective resolution of issues to maintain a positive customer experience.
Requirements
Associate or BS degree in Information Technology, Computer Science or equivalent Proven working experience in technical support, IT support or as a technical engineer In-depth knowledge in the product that the technician is supporting. Strong problem-solving skills Competent client-facing skills Good written and verbal communication skills
About Us
Telephone No.
631-1399
Company Size
501 - 1000 Employees
Dress Code
Business (e.g. Shirts)
Working Hours
Regular hours, Mondays-Fridays
Spoken Language
Tagalog/Filipino
Industry
Banking/Financial Services
Company Benefits
- Medical and Dental
- Life and Accidental Insurance
- Retirement
- Performance Bonus
- Annual Increment
- Paid Leaves
- Company Loans
- Miscellaneous Allowance
Date Posted : 06/24/2026
(14 hours ago)
