L1 IT Support Specialist

Location: Eastwood Quezon City, PH; Work from home, Monday to Friday, 8:00 AM to 5:00 PM Pacific Time; follows U.S. (PST) holidaysFull-TimeEntry

Salary not disclosed

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Job Details

Languages: Excellent English communication skills, both verbal and written
Experience: Two (2) years of recent experience in phone-based technical support; Two (2) years of recent Windows IT support experience
Required Skills: English communicationCRM

Have two years of recent experience in phone-based technical support.
Have two years of recent Windows IT support experience.
Have strong knowledge of Windows 10 and 11 operating systems and related devices.
Have excellent English communication skills, both verbal and written.
Have strong people skills, including active listening and clear communication.
Be able to follow instructions, adapt quickly, and learn new tools and processes.
Be a high school graduate or equivalent.

Serve as the first point of contact for inbound support calls from existing customers.
Assist users with software features, system navigation, and general application use.
Document all interactions and technical details accurately in the CRM.
Participate in daily ticket review meetings to track progress and support timely resolution.
Follow up with clients on closed or pending tickets to confirm completion and satisfaction.
Collaborate with internal team members to escalate technical issues when necessary.
Follow company procedures, service standards, and support best practices.

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