Tier 1 Technical Support Specialist (Contract-Based) - Quezon City

Job Description

Position Summary:

This position requires a blend of technical acumen, excellent communication skills, and a commitment to delivering outstanding customer service.

Job Details:

Onsite | Bridgetowne, Quezon City

Monday to Sunday | Shifting Schedule (24/7 coverage)

Duration: 2 3 months

Responsibilities:

• Manage and resolve queries through a web-based ticketing system, phone calls, or live chat, supporting teachers and students.
• Accurately identify, validate, and clarify reported issues.
• Provide solutions for issues that are addressable through the user interface.
• Document, replicate, and troubleshoot simple software bugs.
• Maintain comprehensive and clear records of all actions in the ticketing system.
• Escalate complex issues beyond Tier 1 capability to the Tier 2 Support team.
• Offer consistently friendly, efficient, and reliable support, with timely updates to users.

Qualifications:

• High School diploma
• Ability to read, write and speak fluently in English
• Strong written and verbal communication skills.
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment.
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change.
• Ability to handle clients professionally during all interactions.
• Ability to demonstrate empathy.