Deskripsi Pekerjaan
Cambridge University Press & Assessment is a world-leading academic publisher and assessment specialist. We are looking for a proactive and skilled Technical Support Analyst to join our team in Makati City. In this role, you will provide first-line technical support to internal users, resolving issues efficiently and maintaining high satisfaction levels.
The ideal candidate possesses strong English communication skills and a solid background in technical support. You will be responsible for troubleshooting hardware, software, and network problems, documenting incidents, and contributing to knowledge base articles. Your ability to explain technical concepts in simple terms will be key to success.
If you are passionate about technology and delivering excellent customer service, this is a great opportunity to grow your career with a reputable organization.
Tanggung Jawab
- Provide first-line technical support to end users via phone, email, and chat
- Diagnose and resolve hardware, software, and network issues
- Document and track incidents in the helpdesk system
- Escalate complex problems to appropriate teams as needed
- Assist in the installation, configuration, and maintenance of IT equipment
- Maintain and update knowledge base articles and user guides
- Ensure timely follow-up and closure of support tickets
- Collaborate with team members to improve support processes
Kualifikasi
- Strong English communication skills (both written and verbal)
- At least 1-2 years of experience in technical support or IT helpdesk
- Familiarity with Windows and Mac operating systems
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP)
- Proven problem-solving and analytical skills
- Excellent customer service orientation
- Ability to work independently and as part of a team
- Willingness to learn new technologies and adapt to a fast-paced environment