Onsite | IT Helpdesk Associate

KMC MAG Solutions PH is hiring Customer Support Associates (CSA) to provide world-class technical assistance across multiple communication channels, including voice calls, chat, email, and web tickets. The role focuses on delivering excellent customer experience by accurately identifying issues, performing basic troubleshooting, and ensuring proper documentation and escalation within the ticketing system.

• Handle incoming calls, chats, emails, and web tickets in a professional and courteous manner following customer service best practices.
• Maintain a positive, patient, and solution-oriented attitude throughout all customer interactions.
• Gather and assess customer concerns to accurately identify issues and determine appropriate solutions.
• Perform basic troubleshooting for:
• Wi-Fi and internet connectivity issues (hotel guests and personnel)
• Smart TV functionality, streaming applications, and channel concerns
• Device connectivity (laptops, mobile devices, gaming consoles) with Enseo services
• Document all customer interactions accurately in the ticketing system for proper tracking and resolution.
• Assess severity and impact of reported issues to determine escalation requirements.
• Understand basic concepts of content distribution (how channels are broadcast in rooms).
• Identify property network types (LAN, WLAN, DOCSIS).
• Properly endorse complex issues to Team Leaders, Supervisors, or Technical Teams when needed.
• Maintain efficient call handling times within 15–30 minutes per interaction.
• Be open to Regular Duty and Rest Day Overtime as required.
• Perform other related tasks as assigned for effective ticket management.

• Strong interpersonal skills with a positive, patient, and empathetic attitude.
• Excellent English communication skills (verbal, written, listening, and comprehension).
• Spanish language skills are an advantage.
• Computer literate with strong navigation skills (Windows 10 environment preferred).
• Ability to logically analyze issues and draw accurate conclusions.
• Strong attention to detail and documentation accuracy.
• Basic knowledge of internet troubleshooting (especially Wi-Fi connectivity).
• Understanding of customer experience principles is an advantage.
• Experience in call center, technical support, or BPO industry is a plus.
• Willing to work onsite in SM North EDSA, Quezon City.
• Amenable to graveyard shift schedules.