L1 Technical Support Specialist
Makati Full-time
Role Overview
The L1 Technical Support Specialist is responsible for providing first-level technical support, user assistance, and system guidance for deployed applications.
This role also functions as a Trainer, delivering user training sessions during system rollouts, events, roadshows, and medical missions. The position requires strong communication skills, technical fundamentals, and the ability to assist users in both office and onsite environments.
Key Responsibilities- Technical Support (Level 1)
- Provide first-line support for system users (login issues, navigation, basic troubleshooting)
- Respond to and resolve basic technical concerns and user inquiries
- Escalate complex issues to L2/L3 support teams
- Document incidents, resolutions, and recurring issues
- User Training & Facilitation
- Conduct system training sessions for end-users (onsite and virtual)
- Assist in onboarding users during deployments, roadshows, and medical missions
- Explain system features, workflows, and best practices in a clear manner
- Provide hands-on guidance and user support during live operations
- Deployment & Onsite Support
- Support system setup, configuration, and testing during deployments
- Assist users during live events, field operations, and medical missions
- Ensure system readiness and smooth usage in real-time environments
- Documentation & Knowledge Sharing
- Create and update user manuals, training guides, and FAQs
- Maintain knowledge base for common issues and solutions
- Assist in improving training materials and system documentation
- Monitoring & Issue Tracking
- Track reported issues and ensure proper resolution
- Provide feedback on common user challenges and system improvements
- Assist in testing and validation of fixes or updates
- Coordination & Communication
- Coordinate with developers, QA, and project coordinators
- Communicate clearly with users, clients, and stakeholders
- Provide regular updates on support activities and training sessions
- Basic knowledge of web applications and systems (React/Laravel is a plus)
- Strong troubleshooting and problem-solving skills
- Excellent communication and presentation skills
- Ability to explain technical concepts in simple terms
- Familiarity with Microsoft Office / Google Workspace
- Strong customer service orientation
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