Helpdesk Analyst

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

📋 Description

• Aid customers with routine IT challenges and escalate more complex issues.

• Act as the initial point of contact via phone or email.

• Conduct remote troubleshooting by utilizing diagnostic methods and relevant inquiries.

• Assess the best solution based on the issue and details provided by the customer.

• Assist customers through the resolution process.

• Deliver precise information regarding products or services.

• Document events, issues, and resolutions in logs.

• Follow up and refresh customer status and information.

• Relay customer feedback and suggestions to the relevant internal team.

• Recognize and recommend enhancements to procedures.

• Clearly communicate updates to both the business and the client during resolution.

⛳️ Requirements

• Experience as a helpdesk technician or in a comparable customer support role.

• Familiarity with products, databases, and services.

• Knowledge of Network, Telephony, Unified Communications, and Cloud systems.

• Capability to diagnose and address basic technical problems.

• Proficiency in English.

• Outstanding written and verbal communication abilities.

• Customer-focused mindset.

• Capacity to work independently and under pressure.

• Ability to function both autonomously and as part of a team.

• Strong communication and collaboration skills.

• High sense of ownership.

• Excellent time management abilities.

• Detail-oriented approach.

• Process-driven mindset.

🏝️ Benefits

• Opportunities for learning, mentoring, and support.

• Team-building events and company-wide celebrations.

• Wellness initiatives.

• Premium office spaces in prestigious business locations.

• Collaboration with international clients and global brands.

• Continuous professional development and learning.