IT Help Desk Chat Support

Are you an IT Service Desk / Helpdesk professional who is confident troubleshooting technical issues through live chat?

We are looking for an L1 Service Delivery Chat Support professional to provide real-time technical assistance to end users in a high-volume enterprise environment.

IMPORTANT: This is NOT a general customer service or non-technical chat support role. Candidates must have relevant IT Helpdesk/Service Desk experience AND direct chat-based technical support experience.

WHAT YOU'LL DO

• Provide L1 technical support primarily via live chat, managing multiple users simultaneously.

• Troubleshoot and resolve common end-user issues involving:

  • Windows and macOS
  • Productivity tools and email applications
  • Virtual/remote desktop environments
  • iOS and Android devices
  • VPN, Wi-Fi, login, access and basic connectivity issues

• Perform standard L1 support tasks including password resets, access assistance and basic configuration.

• Use approved remote support tools to diagnose and resolve technical issues.

• Document incidents, troubleshooting steps and resolutions accurately.

• Escalate issues outside L1 scope with complete troubleshooting details.

• Work against strict SLA, AHT, QA and CSAT targets.

• Manage tickets proactively and prevent ticket aging or unnecessary rework.

• Contribute to knowledge base improvements and recurring issue reviews.

STRICT QUALIFICATIONS — PLEASE READ BEFORE APPLYING

You MUST have ALL of the following:

• 2–3 years of experience in IT Service Desk, Helpdesk or End-User Support
• At least 1–2 years of direct chat-based customer/technical support experience
• Proven experience troubleshooting technical issues without relying on phone support
• Strong written English communication skills suitable for live technical chat
• Experience handling multiple chat conversations simultaneously
• Working knowledge of Windows and macOS
• Knowledge of common productivity software and email platforms
• Familiarity with Remote Desktop / Virtual Desktop environments
• Basic Active Directory experience
• Understanding of basic networking fundamentals, including TCP/IP, VPN and connectivity troubleshooting
• Familiarity with ITSM ticketing systems, preferably ServiceNow
• Familiarity with remote support tools, preferably Bomgar or similar
• Strong documentation and troubleshooting skills
• Comfortable working in a high-volume, metrics-driven and process-led environment
• Ability to determine when to resolve an issue independently and when to escalate

The required experience and technical competencies are directly aligned with the role's stated requirements.

WHO WE ARE LOOKING FOR

We want an IT support professional who can:

CHAT → TROUBLESHOOT → RESOLVE → DOCUMENT → ESCALATE

You should be comfortable handling multiple technical conversations at once while maintaining accuracy, professionalism and service quality.

DO NOT APPLY IF:

• Your experience is purely general customer service/chat support
• You have no IT Helpdesk, Service Desk or End-User Support experience
• You have no direct experience providing technical support through chat
• Your technical support experience is primarily phone-based
• You do not have experience troubleshooting Windows/macOS, access, VPN or basic connectivity issues
• You are not comfortable working with SLA, AHT, QA and CSAT metrics
• You are not willing to work onsite in BGC
• You are not comfortable with a 6-month contract

WORK DETAILS

Client: American Express International Inc.
Location: BGC, Taguig City
Work Setup: 100% Onsite
Employment Type: 6-Month Contract
Salary: ₱30,000–₱35,000
Schedule: Midshift, Monday–Friday initially; may transition to 24/7 rotational schedule after 6 months

WHY JOIN THIS OPPORTUNITY?

• Gain experience supporting users in a global enterprise environment
• Work with structured IT service management and escalation processes
• Build your expertise in L1 technical support and chat-based service delivery
• Exposure to enterprise IT tools, processes and performance standards
• 5 SIL leave benefit

APPLICATION REMINDER

Please apply only if you meet the required IT support and chat support qualifications.

Shortlisted candidates will undergo strict CV screening and interview assessment based on the technical, communication and experience requirements of the role.

If your background is primarily non-technical customer service, this position is not the right fit.