Technical Support Representative for IT Services Account (Remote)

LTVplus

  • Makati City, Metro Manila
  • Permanent
  • Full-time
  • 1 month ago
We're looking for a skilled and friendly Technical Support Representative to support a variety of corporate clients, primarily small businesses operating in Windows environments. The ideal candidate will possess not only strong technical skills but also the ability to communicate effectively with a diverse range of users, from administrative staff to business owners.Experience:
  • High school diploma or equivalent; associate degree or IT certifications (CompTIA A+, ITIL, etc.) preferred.
  • 1-2 years of experience in a technical support or help desk role.
  • Knowledge of Windows/Mac OS, Microsoft Office, Microsoft 365, Windows Server, and common IT tools.
  • Familiarity with ticketing systems (e.g., ConnectWise).
  • Problem-solving and customer service skills
  • Excellent written and oral communication skills.
  • Strong documentation and record-keeping skills.
  • The desire and ability to learn new technology quickly.
Nice to have
Security knowledge, Troubleshooting, Self Aware
Experience in using Sophos Central, Arctic Wolf, ConnectWise, Ruckus, UbiquitiIf you have a passion for providing outstanding support and a desire to continuously learn new technology, we encourage you to apply.🌟 Who We Are: At LTVplus, we're all about delivering WOW-worthy customer experiences for brands worldwide. We're a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.📋 Your Mission Will Be To:
  • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
  • Log, categorize, and prioritize all incidents and service requests using our PSA tool.
  • Provide troubleshooting for a wide range of issues, including hardware, software, network, and applications.
  • Escalate unresolved issues to Level 2/3 support teams as necessary.
  • Follow up with users to ensure all issues are fully resolved and provide timely status updates.
  • Maintain accurate and detailed documentation of all issues and their resolutions.
  • Assist with user onboarding and offboarding tasks, including account setup and equipment provisioning.
  • Adhere to all service level agreements (SLAs) and internal processes.
🖥️ Tech Checklist - Gotta Have It!
  • A reliable computer (at least with an i5 processor) and a stable high-speed internet connection.
  • A quiet, cozy workspace to handle calls and chats like a pro.
Working conditions
This position offers two full-time shifts:
Candidate 1: Monday - Friday, 4 PM - 1 AM EST
Candidate 2: Monday - Friday, Midnight - 9 AM ESTReady to use your skills to deliver top-tier service in a fast-paced and supportive environment?Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED

LTVplus