Helpware

Technical Support Representative

Helpware

full-time

Posted on:

Location Type: Office

Location: Taguig • Philippines

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Job Level

SeniorLead

Tech Stack

AndroidiOSMySQL

About the role

  • Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
  • Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
  • Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
  • Prioritize the resolution of support tickets based on the criteria set by the Client POCs.
  • Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
  • Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.

Requirements

  • Must be at least 18 years of age
  • Must be able to work full time, 40 hrs per week
  • Must be able to work on a rotating schedule and weekends/holidays
  • Good English communication skills both written and verbal
  • Experience with Zendesk or any similar ticketing platforms
  • Experience with order processing accounts is preferred
  • Can multi-task as this person will manage emails and inbound calls
  • Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx
  • Experience with troubleshooting POS servers and facilitating remote sessions
  • Advanced troubleshooting skills with both hardware and software, networking
  • Preferably has experience with both Mac and Windows OS, iOS and Android
  • Programming experience is a plus
Benefits
  • Committed to providing continuous employment
  • COVID-19 safety measures
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingorder processingticket managementadvanced troubleshootingMySQLPOS serversremote session facilitationprogramming
Soft Skills
communicationmulti-taskingprioritizationcollaboration