Technical Support Representative (Onsite, Bulacan)
The Technical Support Representative professional to provide technical assistance to users through phone, email, and online chat. This role involves diagnosing and resolving hardware and software issues, providing guidance on system use, and escalating more complex problems to higher-level support teams.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance.
- Diagnose and resolve basic hardware, software, and network issues through phone, email, or chat.
- Guide users through troubleshooting steps and provide instructions on system use.
- Record and track incidents and service requests using helpdesk ticketing systems.
- Escalate unresolved issues to second-level support or specialized teams when necessary.
- Monitor ticket queues to ensure prompt resolution and meet service-level agreements (SLAs).
- Provide clear and detailed documentation of technical issues and their resolutions.
- Assist with setup, configuration, and maintenance of user accounts and systems.
- Stay updated on new products, services, and troubleshooting techniques.
- Follow up with customers to ensure issues are fully resolved and provide additional assistance when needed.
Desirable Skills and Experience:
Must-haves:
- Must be based in Bulacan.
- Strong English communication skills and the ability to explain technical concepts to non-technical users.
- At least 1-2 years of IT support work experience with computer technology in a business environment.
- Strong knowledge of Windows/Mac OS, Microsoft Office, and common troubleshooting tools.
- Familiarity with helpdesk ticketing systems and remote support tools.
- Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
- Ability to manage multiple tickets simultaneously and prioritize tasks.
- Customer-oriented with a focus on providing a positive user experience.
- Knowledgeable of data privacy practices and laws as they relate to technology issues
Nice to haves:
- Bachelor’s degree in BS IT, BS Comp Sci, BS Computer Engineering or equivalent.
- Familiar with network engineering equipment such as Cisco or Meraki.
- Has Cisco certification.
- Knowledgeable with Zoom and HubSpot configuration and administration.
- Experience in virtualization technologies to apply to hardware, software, memory, data and network.
Perks and Benefits:
- 13th Month pay
- Morning Shift + Weekends Off
- Paid time off (PTO) for Sick Leave, Vacation Leave, Emergency Leave
- Maternity or Paternity leave
- HMO + one free dependent upon regularization
- Life insurance upon regularization
- MediCash for personal and dependents use
- Rice, clothing, laundry, and meal allowance
- Achievement Allowances
- Birthday Treats
- Company Events and Treats
- Online trainings/Webinars
- Career advancement and promotion opportunities
Job Type:
- Work on-site
- Full-time
- Mid-Level
Schedule:
- Day shift
- Monday to Friday
Salary:
Ranges from PHP 18,000 to 20,000
About Kwanii:
Kwanii is a BPO company with operations in Australia and the Philippines. With a strong commitment to excellence, we aim to provide outstanding outsourcing solutions for businesses of all sizes. The company values transparency and honesty, ensuring that clients receive reliable services. Kwanii also prides itself on its proactiveness and adaptability, staying ahead of industry trends and adjusting strategies to meet the evolving needs of clients. Whether it's customer support, data entry, back-office processes, or other outsourcing requirements, Kwanii is dedicated to delivering high-quality solutions that drive both efficiency and growth.