Deskripsi Pekerjaan
Join our innovative SaaS company as a fully remote Tier 1 Technical Support Specialist and become a vital part of our customer success journey. This role offers the unique opportunity to work from anywhere in the Philippines while providing exceptional technical assistance to clients worldwide. As the first point of contact, you'll resolve software inquiries, troubleshoot complex issues, and ensure seamless user experiences that drive customer satisfaction. Our remote-first culture empowers you with flexible work arrangements and continuous learning opportunities through our comprehensive training programs. Collaborate with global teams in a dynamic tech environment where your problem-solving skills directly impact our product's reputation and user retention.
We're seeking passionate individuals who thrive in fast-paced settings and are committed to delivering outstanding support. Enjoy competitive compensation, performance bonuses, and career advancement pathways within our growing organization. If you're ready to transform technical challenges into solutions while maintaining a healthy work-life balance, this remote position is your gateway to a rewarding career in IT support.
Tanggung Jawab
- Provide first-level technical support via phone, email, and chat channels
- Diagnose and resolve software, hardware, and network issues
- Document support interactions and maintain accurate ticket records
- Escalate complex technical problems to senior support teams
- Contribute to knowledge base creation and improvement initiatives
- Monitor ticket queues and ensure timely resolution (SLA compliance)
- Collaborate with product teams to identify recurring issues
- Train users on product features and best practices
Kualifikasi
- High school diploma or equivalent; Bachelor's degree in IT preferred
- 1+ years of experience in technical support or customer service
- Proficiency in troubleshooting software and hardware systems
- Excellent written and verbal communication skills in English
- Strong problem-solving abilities with analytical thinking
- Familiarity with ticketing systems (e.g., Zendesk, Jira)
- Basic understanding of networking concepts and cloud platforms
- Ability to work independently in a remote environment