Deskripsi Pekerjaan
Are you a problem-solver with excellent communication skills? We are seeking a Technical Support Analyst to join our dynamic Global Technical Support team based in Manila. As a Technical Support Analyst, you will be the bridge between our clients and our technical solutions, ensuring seamless operations and high customer satisfaction. We pride ourselves on our diverse, inclusive culture and are looking for individuals who are passionate about technology and helping others. In this role, you will handle a variety of technical inquiries, ranging from software troubleshooting to hardware diagnostics, using your expertise to provide timely and effective solutions. You will work closely with senior engineers to escalate complex issues and contribute to our knowledge base. This is a fantastic opportunity for a driven professional to grow their career in a supportive environment.
Tanggung Jawab
- Provide exceptional technical support to clients via phone, email, and chat, resolving technical issues efficiently.
- Troubleshoot hardware and software problems, including operating systems, network connectivity, and peripheral devices.
- Document all customer interactions, issues, and resolutions in the CRM system accurately.
- Collaborate with cross-functional teams to identify root causes of technical issues and implement permanent solutions.
- Stay updated on the latest technology trends and product knowledge to provide informed support.
- Escalate unresolved tickets to higher-level support tiers or engineering teams as necessary.
- Maintain a high level of customer satisfaction through clear communication and empathy.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Fluent in English, both verbal and written, with the ability to communicate complex technical concepts clearly.
- Proven experience in a Technical Support or Help Desk role (1-3 years preferred).
- Strong troubleshooting skills and a logical approach to problem-solving.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and basic operating systems.
- Excellent time management skills and the ability to prioritize multiple tickets simultaneously.
- High school diploma or equivalent is required; IT certifications are a plus.