Technical Customer Support Coordinator

Job Description

ACCOUNTABILITIES:

• Participate in the resolution of end user's desktop computer issues that may include but are not limited to hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardware.
• Provide support and technical setup at some trade shows which includes periodic travel.
• Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools.
• Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned — hardware, software, telecommunication, business application, customer connectivity, etc.
• All other duties as assigned.

TECHNICAL SKILLS:

• Hardware/software installation
• Hardware/software troubleshooting
• Basic understanding of software monitoring tools
• Understanding backup procedures
• Good problem-solving skills
• Good organizational skills
• Ability to travel less than 25%.

Qualifications Required:

• Bachelor's Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)
• Must have at least 1–2 years of experience as a CSR or TSR
• Must be detail oriented and knows how to multi-task (communicating with the customer while documenting the interaction)
• Demonstrates knowledge and proficiency in Microsoft office applications, with excellent keyboard skills
• Excellent verbal and written communication skills
• Ability to research and obtain necessary information using provided resources
• Ability to ask all relevant questions
• Ability to follow instructions for entering complete notes and make appropriate record disposition and recommendation
• Energetic, positive thinking and self-motivated
• Willing to be cross-skilled/upskilled if needed
• No reliability/attendance issues
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently.
• No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
• Amenable to work in REPH Manila site