Tier 2 Remote Technical Representative

 

Tier 2 Remote Technical Representatives 

Location: Taguig City

JOB DESCRIPTION

Tier 2 Remote Technical Representatives are responsible for providing exceptional customer service and technical support for customers by trouble shooting hardware and software issues, evaluating customer concerns, and resolving problems to 100% customer satisfaction with one call resolution when possible.

The role and responsibilities of the Help Desk Technician position include, but are not limited to, the following functions:
• Accurately respond to questions and assist customers with product features, installation, setup, troubleshooting networks, software and hardware operations
• Assist Technical Operations to determine call types, failure trending, and diagnostic improvements to provide a higher level of technical support
• Maintain high performance standards as it relates to productivity, quality assurance, and attendance
• Maintain a professional appearance, behavior, and conduct
• Effectively work with peers in a team focused environment
• Additional duties as required or requested by supervisor
QUALIFICATIONS
• Must be a graduate of any 2-year Technical/Vocational/Associate Degree Course or must have completed all 2nd year College Subjects from any Bachelor’s Degree Course
• Must have Above Average to Excellent Verbal and Written English Communication Skills
• Must have at least 6-12 Months Experience in handling Tier 2 or a Subject Matter Expert Voice and/or Remote Technical Support in a High Volume, Fast Paced Multi-national Call Center Environment
• Must have Strong Customer Service and Technical Support Skills
• Basic knowledge of Exchange Server and Active Directory
• Basic knowledge of Microsoft Office products including Outlook, Excel, Word, & PowerPoint
• Basic troubleshooting skills
• Basic TCP/IP protocol knowledge
• Understanding of Windows Desktop Operating systems – e.g. XP, Vista and Windows 7 (familiarity in terms of the GUI/User Experience, some basic differences in the architecture like Aero, Sidebars, Memory Requirements, Multiprocessor support etc)
• Basic knowledge of Windows Server Operating systems – e.g. Windows Server 2003 and 2008
• Familiarity with System Tools (Startups, Device Manager, Event Viewer, Registry Editors, Services)
• Understanding and exposure to any or all of the common Malware Removal Tools (Combofix, HijackThis, Antispyware) Sysinternal S Suite, various types of Anti Spyware / Antivirus scanners available on the internet
• Knowledge on Driver Installation and Troubleshooting, and can identify the difference between Signed & Unsigned drivers, Digital Signature Verification and the Purpose and usage of System Restore
• A general knowledge or awareness on types of Malware and their Nature / Behaviour based on their type
• Familiar with common practices that a user should be aware of when going online using a public computer as well as the ways and medium through which infections often spread while surfing the internet
• Understanding of essential background services and their purpose (Windows Firewall, Print Spooler, Security Centre, BITS, WLAN, RPC, Computer Browser)
• Experience with different types of Browsers and their features (Internet Explorer, Firefox, Google Chrome, Opera, Safari)
• Should possess the ability to search and identify a solution for any common issue (eg. Desktop Icons are invisible, unable to install a driver or showing some Error Codes within Device Manager)
• Strategic thinking and ability to make sound, snap decisions
• Self-motivated and able to work within a team environment
• Ability to manage Sensitive and Critical Client Information
• Good Organizational Skills and has great ability to Multi-task and Prioritize
• Has good Problem Solving and Decision Making Skills
• Must be willing to work immediately
• Must be willing to perform Voice Remote Technical Support
• Must be willing to work flexible hours including over time hours when needed
• Must be able to work weekends and holidays as needed
• Must be willing to work in Bonifacio Global City, Taguig City

 

How to Apply?

Send updated CV to: itpilipinas@gmail.com

For more I.T./I.T. for BPO/KPO jobs, please visit: www.itpilipinas.wordpress.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview.

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