Technical Support Agent – Level 1 IT Support

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

📋 Description

• Deliver first-tier technical support for issues regarding user access, accounts, and company devices.

• Resolve basic issues within macOS and iOS environments.

• Aid users with requests related to Google Workspace (logins, permissions, etc.).

• Address support inquiries via Slack promptly and professionally.

• Maintain a supportive, clear, and empathetic tone in all communications.

• Occasionally conduct Google Meet calls to verify user identity when necessary.

• Refer more complicated technical issues to the relevant internal teams.

• Follow up with users to ensure complete resolution of reported issues.

• Precisely document support requests and their resolutions.

• Contribute to the development of internal documentation and knowledge bases.

• Collaborate with team members through Slack and other internal communication tools.

⛳️ Requirements

• Excellent written and verbal communication abilities in English.

• Prior experience in customer support or IT support (L1 or equivalent).

• Basic troubleshooting capabilities for user access, devices, and account-related concerns.

• Comfortable providing support in macOS and/or iOS environments.

• Availability to work evening or night shifts (PH time).

• High degree of professionalism, patience, and responsiveness.

• Ability to thrive in a fully remote work environment.

• **Preferred Qualifications**

• Experience with Jamf Pro or other device management solutions.

• Familiarity with Google Workspace administration.

• Experience utilizing Slack as a primary support communication channel.

• Background in IT support or helpdesk settings.

• Experience in high-volume support environments.

• **Ideal Candidate Profile**

• Detail-oriented and exceptionally organized.

• Composed and solution-driven under pressure.

• Strong sense of responsibility and accountability.

• Quick learner who adapts swiftly to new tools and workflows.

• Reliable communicator with consistent follow-through.

🏝️ Benefits

• Remote Work: Work from anywhere—our team is global, and we value work-life balance.

• Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us.

• Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.