Technical Support (Senior)

Discover your 100% YOU with MicroSourcing!

Position: Technical Support
Location: Eastwood, Quezon City
Work setup & shift: Onsite | Night Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Technical Support, you will:

• Provide exceptional technical support by resolving customer inquiries related to software, hardware, and connectivity issues.
• Diagnose and troubleshoot Windows operating systems, Microsoft 365 applications, hardware, printers, peripheral devices, and network-related concerns.
• Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately within the ticketing/CRM system.
• Escalate complex technical issues to the appropriate engineering or development teams while ensuring timely customer follow-up.
• Maintain up-to-date knowledge of company products, services, and technologies to deliver accurate and effective technical assistance.

What You Need

Non-negotiables

• At least 5 years of experience in a technical support role supporting Windows Operating Systems.
• Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 Suite, hardware, printers, USB devices, card processors, and other peripheral devices.
• Experience using ticketing and CRM systems to manage and document support requests.
• Excellent troubleshooting, analytical, and problem-solving skills with the ability to resolve issues efficiently.
• Excellent verbal and written communication skills with the ability to support both technical and non-technical users.

Preferred skills/expertise

• High School Diploma or equivalent; Bachelor's degree in Information Technology, Business Administration, or a related field is an advantage.
• Industry certifications such as CompTIA, CCNA, MCA/MCSE, or other recognized technical certifications.
• Strong organizational skills with exceptional attention to detail.
• Experience supporting point-of-sale (POS) systems or retail technology environments is highly desirable.
• Proven ability to achieve customer service KPIs such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), Time to Resolution (TTR), and ticket management metrics.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply.