Tier 1 - Technical Support Specialist
- Pasig City, Metro Manila
- Permanent
- Full-time
We are hiring a Technical Support Specialist, Level 1 to provide first-level support to our customers, including physicians, nurses, and end users, ensuring they can spend more time with patients and less time managing prescriptions. Our work environment is team-focused, flexible, and collaborative, and we are looking for a customer-focused team player who can provide efficient and effective resolutions while exceeding client expectations.Key Responsibilities:
- Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
- Work with customers to gather information, request pertinent details, and assess issues.
- Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or escalate cases to secondary support.
- Utilize available documentation to understand and support client software applications.
- Accurately record case details, troubleshooting steps, and resolutions in the case management system.
- Follow up with customers to ensure issue resolution and satisfaction.
- Minimum of 1 year of Software/IT Support experience in a customer-facing role.
- Proficiency in Microsoft Office Suite.
- Experience using case management tools such as Salesforce, ServiceNow, or ZenDesk.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to provide quick and accurate updates and solutions to customers.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Self-motivated and able to work both independently and collaboratively.
- Passion for improving troubleshooting documentation and support processes.
- Must be based in the Philippines.
- Onsite work required
- May require shifting schedules, including weekends or holidays, depending on customer needs.