(CALL CENTER) Help Desk Tech Support-US CLIENT

Job Summary

We are seeking a customer-oriented and technically skilled Technical Support Associate to provide technical assistance to customers and end users. The successful candidate will troubleshoot technical issues, resolve IT-related concerns, and ensure timely support through phone, email, chat, or other communication channels.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, and system-related issues.
• Diagnose and troubleshoot computer, internet connectivity, application, and login problems.
• Assist users with software installation, system configuration, and basic technical procedures.
• Respond to technical inquiries through phone, email, chat, or a ticketing system.
• Document reported issues, troubleshooting steps, and resolutions accurately.
• Escalate complex technical concerns to the appropriate IT team when necessary.
• Monitor support tickets and ensure issues are resolved within established service-level agreements (SLAs).
• Maintain professional communication and provide clear, step-by-step technical guidance.
• Follow IT policies, security procedures, and technical support standards.
• Meet service quality, productivity, and customer satisfaction targets.

Qualifications

• Senior High School graduate or equivalent; college level or graduate is an advantage.
• BPO, technical support, sales, or chat support experience is an advantage.
• Good English communication skills, especially written English for chat support.
• Basic computer skills and problem-solving abilities.
• Customer-focused, adaptable, and willing to learn.
• Willing to work onsite in Davao City and on shifting schedules.