Technical Escalation Support Specialist

Key Responsibilities:

• Answer and process customer calls effectively and efficiently to optimize the customer experience.
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern.
• Provide timely resolution of customer issues and concerns.
• Educate customers on product use and assist them in utilizing available features to improve office productivity.
• Maintain effective call ownership by ensuring follow-ups on ongoing issues and managing open items.
• Document all customer interactions, troubleshooting steps, and resolutions throughout each call.
• Assist with additional Tech I assignments as needed to ensure quality customer service.

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• Participate in special projects and perform other duties as required.

Qualifications & Requirements:

• Completed at least 2nd year of college (any IT-related course is a plus).
• Previous call center experience handling technical Escalations support.

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• Familiar about event or error logs.
• Familiarity with or experience in programming languages (SQL, C++, etc.).
• Excellent oral and written communication skills.
• Working knowledge of Microsoft Word and Excel as it relates to supported software.
• Strong troubleshooting and problem-solving skills.
• Basic knowledge of computer hardware, operating systems, database structures, and networks as it relates to supported software.
• Friendly and confident personality with a customer-first mindset.
• Willing to work onsite in Davao City (Relocation assistance available for candidates outside Davao).