About the job Technical Support Representative Tier 1
Position Title: Technical Support Representative Tier 1
Work Set Up: On-Site
Schedule: 11:00 PM - 8:00 AM PHT
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga
Quick Rundown:
We are looking for a Technical Support Representative Tier 1 to resolve complex technical issues. The role involves troubleshooting software, hardware, and network problems, collaborating with internal teams, and ensuring customer satisfaction.
What You'll Do:
Offer specialized technical support to resolve complex issues escalated from Tier 1 support
Handle intricate software, hardware, and network problems with in-depth troubleshooting and analysis
Engage courteously and professionally via phone, email, or chat to understand and address user inquiries
Clarify issues thoroughly and provide step-by-step guidance for issue resolution
Work closely with Tier 1 support and other internal teams, such as development or engineering, to resolve escalated technical issues and provide feedback for product improvement
Conduct thorough diagnostics, analysis, and advanced troubleshooting techniques to identify root causes of challenging technical issues and provide effective solutions
Keep detailed documentation of troubleshooting steps, resolutions, and customer interactions for future reference and knowledge-sharing within the support team
Strive to ensure exceptional customer satisfaction by effectively resolving technical problems, communicating clearly, and following up to ensure issue resolution
Keep abreast of technological advancements, product updates, and industry trends to enhance technical expertise and provide better support
Provide top-notch computer service desk technical support and escalation support to customers, ensuring adherence to agreed service levels
Take ownership of all assigned tickets or requests, demonstrating a proactive and solution-oriented approach
Communicate clearly and effectively in English (US) on the phone, establishing a rapport with customers and conveying technical information in a comprehensible manner
Act as a mediator between highly technical suppliers and customers, translating complex technical details into easily understandable language, and vice versa
Demonstrate empathy and understanding in tense situations, particularly when dealing with upset customers; diffuse tension through active listening and projecting competence
Work independently, meeting deadlines and requirements, while maintaining the flexibility to seek assistance when necessary to ensure tasks are completed on time
Take responsibility for mistakes, proactively remedy them, and turn them into opportunities for learning and improvement
What We're Looking For:
A minimum of 2-5 years of experience in a technical support role
Bachelor's degree in Computer Science, Information Technology, or related field is preferred
Proficient in diagnosing and troubleshooting software, hardware, and network issues
Strong knowledge of operating systems, software applications, and networking protocols
Familiar & has working experience with MSP
Ability to convey technical information clearly and concisely to non-technical users
Ability to work effectively in a team environment, collaborating with colleagues and other departments to resolve complex technical problems
Strong analytical skills to identify, assess, and solve complex technical issues efficiently.
Ability to think critically and develop innovative solutions
A customer-centric approach with a strong commitment to providing excellent service and ensuring customer satisfaction
Ability to adapt to changing environments and learn new technologies quickly
Proficient in maintaining detailed records of technical issues, troubleshooting steps, and resolutions for future reference and improvement
Strong verbal communication skills in English (US) with the ability to convey technical information clearly.
Aptitude for diffusing tense situations through empathy and active listening
- Willingness to ask for help when needed and a commitment to continuous learning and improvement
Why You'll Love Joining the CO Fam!
At Clark Outsourcing, were redefining what it means to work in a BPO. This isnt your regular office setup --its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise youll have to experience it yourself to believe it.
Heres whats in store for you:
Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, swimming pool, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.
Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!
At CO, its not just about work -- it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team!