Admin – Level 1 Helpdesk Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and prioritize incoming customer support tickets.

• Evaluate requests, determine the appropriate next steps, and escalate issues as necessary.

• Follow up with clients and provide updates on pending requests.

• Keep clients and internal team members updated on ticket progress.

• Document actions, updates, and results in the ticketing system.

• Maintain customer and site information across relevant systems.

• Manage tickets, customer records, and information using Zoho Desk and Zoho CRM.

• Assist with administrative tasks in Microsoft SharePoint, Outlook, and SimPro.

• Maintain spreadsheets and internal records.

• Review project information and assist in follow-ups on quotes and project documentation.

• Update internal knowledge base articles and support documentation.

• Maintain functional descriptions and operation and maintenance manuals.

• Review and revise technical and operational documentation.

• Assist with various administrative and operational tasks as needed.

• Identify opportunities to enhance administrative processes and information management.

• Transition into additional Level 1 networking and technical support responsibilities as appropriate.

⛳️ Requirements

• Candidate must be based in the Philippines.

• Previous experience in administration, customer support, helpdesk support, service desk, or a similar coordination role is required.

• Comfortable working with ticketing systems and managing multiple requests or tasks simultaneously.

• Strong proficiency in written and verbal English.

• Highly organized with a keen attention to detail.

• Able to learn and work across various software platforms and systems.

• Good working knowledge of Microsoft 365 tools, especially Outlook and SharePoint.

• Confident in handling spreadsheets and maintaining accurate data.

• Capable of following processes and exercising sound judgment when deciding to escalate an issue.

• Proactive and self-motivated.

• Comfortable working remotely and communicating with an Australia-based team.

🏝️ Benefits

• 100% remote work from home.

• Flexibility in managing contractor time.

• Opportunity to enhance technical and networking knowledge.

• Independent contractor engagement.