L1 Resource – Chat Support (Service Delivery)

L1 Resource – Chat Support (Service Delivery)

Location: Bonifacio Global City, Taguig City (Onsite)
Employment Type: Project-Based (6 months)
Target Start Date: September 2026
Salary Range: PHP 30,000 – PHP 35,000 per month
Work Schedule: Midshift (Monday to Friday) | 24/7 rotation

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Position Overview

The Service Delivery Chat Support (L1) is responsible for providing real-time, chat-based technical support within a high-volume enterprise environment. The role requires the ability to manage multiple concurrent interactions while ensuring accurate resolution, clear communication, and adherence to defined service standards and procedures.

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Duties and Responsibilities

• Provide first-level technical support primarily through chat-based channels

• Manage multiple simultaneous chat sessions while maintaining service quality

• Diagnose and resolve end-user technical issues using approved tools and procedures

• Accurately document incidents, troubleshooting steps, and resolutions

• Address common technical concerns involving:

  • Operating systems (Windows and macOS)
  • Productivity applications and email platforms
  • Virtual desktop and remote access environments
  • Mobile devices (iOS and Android)
  • Basic network connectivity issues (VPN, login, and access-related concerns)

• Perform standard Level 1 support functions, including password resets and access assistance

• Escalate complex or unresolved issues with complete and accurate documentation

• Adhere to established service standards, escalation protocols, and quality guidelines

• Meet performance targets, including SLA, AHT, QA, and CSAT metrics

• Ensure proper ticket management and prevent backlog or rework

• Contribute to knowledge base improvements by identifying recurring issues and gaps

• Participate in performance reviews and feedback sessions as required

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Qualifications

Experience:

• Minimum of 2–3 years of experience in service desk, helpdesk, or end-user support
• At least 1–2 years of experience in chat-based customer or technical support

Technical Competencies:

• Working knowledge of Windows and macOS operating systems
• Familiarity with productivity tools and email platforms
• Experience with remote desktop or virtual desktop environments
• Basic knowledge of Active Directory functions
• Understanding of networking fundamentals (TCP/IP, VPN, connectivity troubleshooting)
• Experience with IT service management tools (e.g., ServiceNow) and remote support tools (e.g., Bomgar)

Behavioral Competencies:

• Strong written communication skills in English suitable for live chat interactions
• Ability to handle multiple tasks and concurrent conversations effectively
• High attention to detail in documentation and issue resolution
• Ability to work within a structured, metrics-driven environment
• Sound judgment in determining when to resolve issues independently or escalate

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Compensation and Benefits

• Monthly salary ranging from PHP 30,000 to PHP 35,000
• Five (5) Service Incentive Leave (SIL) credits
• Opportunity to gain experience in a global enterprise environment

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Additional Information

• This is a project-based role with a duration of six (6) months
• Contract extension may be possible but is not guaranteed