Position: Customer Service IT Helpdesk Job Type: Full Time Work Setup: Hybrid (WFH + Onsite); Work from the office for a month, Work from home is optional after Work Days: Monday - Friday Work Schedule: 06:00 AM - 03:00 PM PH Time Zone (Morning Shift) Holidays to follow: Australia Holidays Salary Budget: Php 25,000.00 - Php 40,000.00 Elevate your career and embark on a journey of growth as our Customer Service IT Helpdesk. Imagine being part of a dynamic group with over 15 years of offshoring expertise, offering a rare chance to actively shape the transition of workforce sections offshore. This is your opportunity to not only gain valuable experience but also play a pivotal role in a company at the forefront of industry innovation. The successful candidate will help build the client's best practice process to streamline his workflow and systematize the business. JOB DESCRIPTION FOR A CUSTOMER SERVICE IT HELPDESK Your Responsibilities as Customer Service IT Helpdesk would be: Provide Technical Support: Respond to incoming helpdesk tickets, emails, and phone calls, and assist users in resolving technical issues related to hardware, software, and network connectivity. Troubleshooting: Identify, diagnose, and resolve technical problems by analyzing user issues, utilizing diagnostic tools, and applying technical expertise. Documentation: Maintain accurate and detailed records of all helpdesk activities, including user inquiries, issues reported, and solutions provided. User Training and Support: Conduct user training sessions and create user-friendly documentation to educate employees on basic software and hardware usage, troubleshooting techniques, and preventive maintenance. Software and Hardware Installation: Assist with the installation, configuration, and deployment of software applications, operating systems, and hardware devices, ensuring compatibility and adherence to company policies. System Upgrades and Maintenance: Collaborate with the IT team to perform routine system maintenance tasks, including software updates, patches, and hardware upgrades. Network Support: Assist in troubleshooting network-related issues, including LAN/WAN connectivity, wireless networks, and VPN configurations. Escalation Management: Escalate complex technical issues to senior team members ensuring timely and effective resolution. Customer Service: Provide exceptional customer service by actively listening to user concerns, empathizing with their challenges, and delivering prompt and effective solutions. Stay Current with Technology: Keep abreast of emerging technology trends, software updates, and industry best practices to enhance technical knowledge and skills. Qualifications as Customer Service IT Helpdesk: Great communication skills. Must have 1 year of IT work experience. At least 1 year of Voice Customer Service Experience (AU/US-based customers). Ability to answer the phone, understand clients' faults, and coordinate with network providers to log faults. Log tickets and notes in the CRM system. Australian NBN knowledge and understanding of SIP Protocols. Desire to learn new systems and processes. Ability to Understand and perform changes on the above systems, and experience in the following is preferred: Avaya & Panasonic telephone systems, 3CX hosted, Yeastar hosted Cloud PBX. If this sounds like you, then what are you waiting for Come join us! Your love for Boomering will jump-start with these meaningful engagement activities and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System), Boomering provides a fun, rewarding, and stimulating environment where a work-like balance meets a commitment to foster growth. Genuinely caring Leadership Team Competitive salary package Company-provided full set-up for desktop/laptop with backup internet HMO on the first day of hire 15 Vacation Leaves and 5 Sick Leaves Annual Performance Reviews Unlimited Employee Referral Incentives Employee Loan Facilities Social Clubs and Interest Workshops Company events where you get a chance to win amazing prizes and be rewarded for your outstanding performance. Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays About Boomering: Boomering is an ISO-certified, leading BPO company in Clark Freeport Zone, Pampanga. Our mission is to enrich client and staff lives through simple and smart offshoring solutions and our S.T.E.P. core values (Service, Transparency, Excellence, and Partnership) are the framers of our continuing success. Providing equal opportunities and a collaborative culture of excellence, Boomering is not just your average BPO. We are here to make a difference. Future-proof your career and pursue your passion with Boomering! We want career thrill-seekers who are committed to growth as much as we are. Website: www.boomering.ph Career Portal: https://boomering.zohorecruit.com/jobs/Careers Facebook & LinkedIn: Boomering Inc.; Boomering Careers