Job Description
Are you a tech-savvy problem solver ready to elevate your career in a world-class BPO environment? Apex Global Solutions is currently hiring a Senior Technical Support Representative to join our elite team in Taguig City.
We are a forward-thinking BPO provider specializing in high-end technical support and IT solutions for global clients. If you have a passion for troubleshooting complex IT issues and thrive in a fast-paced, multicultural setting, we want to hear from you. We offer a competitive package, career growth opportunities, and a state-of-the-art work environment.
Why Join Us?
- Competitive Compensation: PHP 60,000 - PHP 90,000 monthly.
- Modern Work Environment: State-of-the-art facilities in BGC.
- Professional Development: Continuous training and certifications.
- Comprehensive Benefits: Health insurance, HMO, and performance bonuses.
Role Overview:
As a Senior Technical Support Representative, you will serve as the primary point of contact for our clients' technical inquiries. You will troubleshoot complex hardware and software issues, guide users through technical processes, and ensure a seamless customer experience.
Responsibilities
- Diagnose and troubleshoot complex technical hardware and software issues via phone, email, and chat.
- Manage and prioritize incoming support tickets within established Service Level Agreements (SLAs).
- Document all interactions, resolutions, and technical steps taken in the CRM system (Zendesk/ServiceNow).
- Escalate complex technical issues to the Tier 2 or Engineering team when necessary.
- Mentor junior support representatives and provide feedback on performance.
- Stay updated on product updates and technical knowledge base changes.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of 2-3 years of experience in Technical Support or IT Helpdesk.
- Strong knowledge of Windows/macOS operating systems, network connectivity, and troubleshooting protocols.
- Excellent verbal and written communication skills in English.
- Ability to explain technical concepts to non-technical users clearly.
- Proficiency in CRM tools and ticketing systems (Zendesk, Salesforce, or similar).