The Level 1 Technical Support Representative professionally provides basic technical support. They are expected to resolve customer concerns and close the concern-related tickets efficiently. Furthermore, they are also responsible for ensuring that the customer relationship is managed through proactive customer communications by providing a rapid and satisfactory response. Success in this role is measured through a strong customer-oriented mentality, a thorough systematic approach to troubleshooting and the interest in learning a diverse set of technologies.
Responsibilities:
- Answers incoming phone calls, web-cases, chat messages and customer emails as the first point of contact for incoming support issues
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- Create a ticket with the required information, validates the issue by troubleshooting, notifies customer properly, escalate the issue if needed
- Maintain awareness of and comply with all client support policies
- Assess customer’s technical support needs and handle/route accordingly, using documented procedures and CRM tools
- Create and maintain technical documentations, processes and procedures.
- Provide first level support, coordination, diagnoses and troubleshoots incoming end user's computing issues and requests.
- Maintain a strong understanding of X10 Networks Support Services, including SOC and NOC services
- Troubleshoot networking components over the phone and through remote sessions
- Document the ticket details and all the progress in a case management system
- Provide an exceptional customer experience during calls, emails, chat, and customer/partner escalations
- Prioritize between tasks including inbound calls, existing case management, live chat, email requests
- Connect the customer environments and upgrade the firmware when needed
- Monitor status of network devices and servers verifies connectivity and validates events from the monitoring system
- Get backups for the assigned customer environments
- Continuously learn new skills, technologies & products, while keeping up with X10 Networks’ pace of innovation
- Windows 10, Windows Server 2012R2 - 2019, Office Suite administration and troubleshooting
Job Types: Full-time, Permanent
Salary: Php30,000.00 - Php35,000.00 per month
Benefits:
- Additional leave
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
- Work from home
Schedule:
- 8 hour shift
- Afternoon shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Rotational shift
- Weekends
Supplemental pay types:
- 13th month salary
- Overtime pay
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