Technical Helpdesk Support  

Your role is to provide support for our Australia-based client to ensure the delivery of high-level technical support services. You must display critical thinking skills with a focus on problem resolution and customer satisfaction.

Opportunity

CLEAR is an Australian-focused, rapidly growing services business, where technical support services are at the centre of business growth.

As CLEAR’s Technical Helpdesk Support, you will:

• Be the first point of contact for IT requests and issues from customers
• Triage and Ticketing allocation
• Knowledge base article creation

Purpose

At CLEAR, it is all about helping our client’s business by providing technical support to its customers. Your daily responsibilities will include:

• Promptly respond to customer’s requests for technical assistance – received through calls and emails
• Log all helpdesk interactions for proper client reference
  • Track and route problems/requests
  • Document resolutions
• Prepare tickets to allocate requests onto the appropriate support teams
• Create knowledge base articles onto the client’s system
• Prepare and submit daily activity reports
• Do web research
• Stay current with system information, changes and updates
• Inform management of recurring problems
• Perform other duties that the client and management may require.

Grab this opportunity to work with an Australian account and showcase your technical skills.

Scheduling has a different meaning in the Philippines – it is related to planning and forecasting for projects.

Technical Helpdesk Support or Tech Support is a familiar term related to this type of job.

Requirements

• At least 6 months of work experience in an IT service delivery or customer service environment
• Proficient with Microsoft Applications such as MS Outlook, MS Word, MS Excel
• Experience using different CRM systems – an advantage
• Previous exposure to Australian clients – an advantage

Essential Attributes

• Good English communication skills for both written and verbal
• Technologically adept
• Able to follow instructions and work independently
• Strong attention to detail
• Ability to be polite, have confidence, and use diplomacy in difficult situations