Job description

Position Summary:
The Tier 1 Technical Support Representative is the first point of contact for customers seeking technical assistance. This role involves handling phone calls, live chats, and tickets with equal urgency, performing basic troubleshooting, and escalating complex issues as needed. The ideal candidate will have strong communication skills, a customer-centric attitude, and the ability to follow established protocols for documentation and escalation.

Job Details:
Work from Home
Monday to Friday | 6 AM to 3 PM PST (10PM to 7AM Manila Time)
Occasional Sunday Shift | Set in advance by the client 2:30 PM to 6:30 PM PST (6:30AM to 10:30AM Manila Time)

Responsibilities:

Log into the phone queue and handle incoming calls during scheduled Queue Time.
Manage Tier 1 (T1) tickets, treating them with the same urgency as phone calls.
Respond to Live Chats promptly, with the same priority as phone calls.
Document tickets thoroughly according to the Ticket Documentation Protocol before escalating.
Perform basic troubleshooting and apply known fixes to resolve customer issues.
Escalate complex or difficult tickets to the Team’s Escalation Lead.
Escalate emergency tickets following the company’s emergency protocols.
Complete any additional tasks assigned by the Technical Support Manager and Team Leaders.

Qualifications:

High school diploma or equivalent; an associate degree, bachelor’s degree or technical certification is a plus.
Prior experience in a customer service or technical support role.
Strong problem-solving skills with the ability to perform basic troubleshooting.
Excellent verbal and written communication skills.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Familiarity with ticketing systems and live chat platforms.
Strong attention to detail and commitment to accurate documentation.
Ability to follow established protocols and escalate issues appropriately.

Flexible and adaptable to perform additional tasks as needed.

Required profile