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  • Description



  • *JOB QUALIFICATIONS:

    • Graduate of Bachelor of Science in Computer Science, Business Administration or any business-related course/s

    • With at least 1-year of experience.

    • With proven experience related to the helpdesk, technical support, and customer support services.

    • Experience with ticket management and OTRS or any similar ticketing platform.

    • Has knowledge in incident and problem management.

    • Interpersonal skills such as telephony skills, communication skills, active listening, and customer care.

    • Possess strong working knowledge of computer systems, software, and hardware.

    • Ability to diagnose and resolve technical issues.

    • Amenable to work in Quezon City

    *Duties and Responsibilities:

    • Ticket Management: Perform run-through on all tickets twice daily (Start and End of Day).

    • Monitor and respond quickly to incoming requests related to system issues.

    • Monitor all status updates of reported tickets.

    • Empower first-level support to resolve issues on a first-call basis.

    • Perform remote troubleshooting through diagnostic techniques and pertinent questions.

    • Evaluate and classify issues for escalation to the appropriate support person.

    • Enforce ticket closure and resolution within given SLAs (Service Level Agreement).

    • Provide customer support and assistance to customer inquiries regarding the products and services when deem necessary

    • Perform staging, implementation, and onsite support when deem necessary.

    • Manage the Third-party Helpdesk and Field System Engineer and provide coaching when necessary.

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Product Support Specialist

  • Quezon City, National Capital Region

  • Company

    Radiant Global HD Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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