Technical Support L1

Job Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

As a Technical Support Helpdesk Representative, you will be responsible for providing technical assistance and support to customers who are experiencing issues with software, hardware, or other computer systems. You will serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat. Your primary goal will be to troubleshoot problems and provide timely resolution, ensuring customer satisfaction and retention.

Key Responsibilities

Provide excellent customer service by promptly responding to inquiries and resolving technical issues.

Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.

Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.

Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.

Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.

Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.

Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.

Identify and escalate recurring technical issues or patterns to management for proactive resolution.

Provide feedback to product development teams based on customer interactions to improve product usability and performance.

Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Highly Desirable Skills (not Required)

Microsoft O365 Administration

Microsoft Azure Administration

VMWare experience

Work Arrangement: Office-Based

Work Schedule: Training: 7am - 4pm; Production: 24/7

Must Have atleast 20mbps internet connection

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.