Tier 1 Live Phone Answering Tech

This is a remote position.

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

JOB TITLE: Tier 1 Live Phone Answering Tech

RATE: PHP 40k per month

Work Type: WFH Set Up

Working Hours : 8:00 AM - 5:00 PM EST Monday - Friday

Start Date: ASAP

JOB OVERVIEW:

As a Tier 1 Support, your primary mission is to learn and provide exceptional technical support and maintenance for our client’s workstations and end-user computing environment. 

JOB ROLE & RESPONSIBILITIES: 

• Resolve technical issues or escalate to higher tiers as appropriate
  

• Install, configure, and troubleshoot software and hardware
  

• Create and maintain technical documentation, including FAQs and knowledge base articles
  

• Maintain an accurate and up-to-date inventory of hardware and software
  

• Ensure that end-users are informed of the status and progress of their IT support requests
  

• Adhere to established service level agreements (SLAs) for response and resolution times
  

• Work collaboratively with other IT staff to identify and implement process improvements
  

• Provide excellent customer service to end-users
  

• IT vendor management
  

JOB REQUIREMENTS:

Competencies Or Certifications Needed For Role:

• Bachelor’s degree
  

• Technical degree or certification is preferred
  

• Previous experience in a Managed Services Provider (MSP) environment is highly desirable
  

• 1-3 years of experience in an IT support role
  

•  Knowledge of basic software and hardware troubleshooting
  

• Excellent communication and customer service skills
  

• Ability to work in a fast-paced, dynamic environment
  

• Ability to prioritize and manage multiple tasks simultaneously
  

• Preferably has previous experience working for MSPs
  

• Willingness to learn and adapt to new technologies
  

SKILLS

• Basic understanding of hardware and network systems
  

• Excellent verbal & written communication skills (and to know when one is more appropriate vs. the other).
  

• Accurate use of CRM tool with regards to opportunities, activities and tickets which is essential for organizational communication
  

• Relationship building skills are critical – internal team, external clients, vendor partners, and local networking partners. All people in this ecosystem should be part of your intentional efforts to build and maintain relationships.
  

• Inherent curiosity about our client businesses, technology, and business best practices.
  

• Understand and execute the concept of ‘micro-commitments’ when engaging with clients. Learn how to set next steps, gain commitment from clients for the role they need to play. 
  

• Clearly communicate the agreed upon micro-commitments & follow up, and follow through.
  

• Ask great follow up questions. Your ability to provide value to clients will significantly depend on your capacity and expertise of asking great follow up questions with clients to get to the root of the issue.