Technical Support Administrator

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

📋 Description

• Serve as the initial point of contact for helpdesk tickets and support inquiries.

• Assign, manage, and oversee tickets using Freshdesk.

• Track helpdesk performance and generate regular reports.

• Assist in procuring IT equipment and software.

• Follow up on supplier orders and delivery schedules.

• Collaborate with vendors regarding hardware replacements and warranty claims.

• Address customer inquiries in a professional and efficient manner.

• Maintain comprehensive records of customer interactions, troubleshooting efforts, and issue resolutions.

• Develop and update technical documentation and support procedures.

• Escalate technical issues as necessary and work with internal teams to ensure prompt resolution.

• Keep customers and stakeholders informed throughout the support process.

• Contribute to the continuous improvement of operational processes and service delivery standards.

⛳️ Requirements

• At least 2 years of experience in technical support, helpdesk, or IT administration.

• Strong organizational and administrative capabilities.

• Proficient in Microsoft Excel, Word, Outlook, and Teams.

• Exceptional written and verbal communication skills.

• Strong customer service aptitude and the ability to manage challenging situations with professionalism.

• Capacity to prioritize tasks and perform effectively under pressure.

• High attention to detail along with robust problem-solving abilities.

• Experience with Freshdesk or similar ticketing systems is a plus.

• Understanding of hardware, software, networking, and troubleshooting principles.

🏝️ Benefits

• Fully remote position.

• 40 days of paid holiday each year.

• Supportive team environment with opportunities for growth and development.