Deskripsi Pekerjaan
Are you a tech-savvy problem solver looking to advance your career in a collaborative, fast-paced environment? Bepoz is seeking a dedicated Technical Support Specialist to join our growing team in the heart of Ortigas. At Bepoz, we prioritize innovation and employee well-being, providing a platform where your technical expertise directly impacts our customer success.
As a Technical Support Specialist, you will be the backbone of our service delivery, acting as the primary point of contact for resolving complex technical queries. You will work alongside a talented team to troubleshoot software issues, streamline processes, and ensure our users receive world-class support. We offer competitive compensation, clear pathways for professional development, and a supportive culture that values work-life balance.
Tanggung Jawab
- Provide high-quality technical support via phone, email, and ticketing systems.
- Troubleshoot, diagnose, and resolve hardware and software-related technical issues efficiently.
- Maintain accurate records of client interactions and resolution steps within the CRM.
- Collaborate with engineering teams to escalate recurring bugs and feature requests.
- Develop and maintain internal knowledge base articles to improve self-service support.
- Guide customers through complex configuration processes and software updates.
- Ensure adherence to Service Level Agreements (SLAs) regarding response and resolution times.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience in a technical support or helpdesk environment.
- Strong understanding of network troubleshooting, Windows/macOS environments, and SaaS platforms.
- Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
- Proven ability to multitask and manage competing priorities in a high-pressure environment.
- Strong analytical and critical thinking skills with a focus on root-cause analysis.
- Customer-centric mindset with a professional and patient demeanor.