IT Support Specialist

You will be responsible for providing enterprise-level support to our customers and partners via call, chat and/or email. This is a very dynamic role where you will provide technical assistance, troubleshoot, and resolve customer problems.

Your Role

Your Responsibilities

• Field incoming help requests from end users via both telephone, e-mail and ticketing system in a courteous manner.
• Resolve problems in response to customer/system reported incidents via trouble tickets.
• Setup and configure requests together with customer(s).
• Prepare error diagnostics and detailed problem descriptions for escalation and handover.
• Improvement of customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Other one-time tasks assigned by Manager

Your Skills and Experiences

• Investigative nature, able to discover the problem of the customer, partner or stakeholder.
• Skilled with M365 and Active directory (Office, Teams, One Drive, Intune, Active roles, etc.)
• Highly focused, with high interest in solving problems using existing / new technologies.
• Keen attention to detail with demonstrated ability to understand the big picture.
• Proactive, efficient, customer-focused and able to work under pressure with tight timelines.
• Effectively and efficiently manage multiple assignments and competing deadlines with minimal supervision.
• Ability to interact with different countries, cultures, clients (internal and external).
• At least 2-3 years of technical support experience.
• Good communication and presentation skills.
• Excellent English language skills, both written and spoken.
• Optional Multi language Spanish, German, French
• Experience in logistics- or transport business is preferred.
• Must be willing to work in a hybrid environment (office is based in Pasay City - Four Ecom Center)
• Must be open to shifting schedules.