Tier 1 Technical Support

ICONStrategies BPO


• Provide client support and technical issue resolution via email, phone, web
• Build rapport and elicit problem details from non-technical or technical customers
• Provide timely, efficient and pleasant follow up to user questions or issues
• Build deep knowledge of Proprietary Application
• Document all incidents in incident tracking system (RT-Request Tracker)
• Manage incidents to closure
• Interact effectively with customers and internal developers
• Escalate issues as needed
• Rotate On-Call duty with other staff members
• Deploy software for test and production uses.
• Assist in testing new software functionality prior to release
• Assist in generating training materials and customer facing documentation.


• Must have Major BPO Call Center Experience
• Must have an Experience in Handling Technical Account


• Business Level English
• 1 year experience providing technical support for software business applications is critical for this role
• Candidates familiar with Hospitality industry are highly preferred
• Familiar with Network Technologies (TCP/IP, VPN, Remote Desktop)
• Experience in telnet/ssh clients such as Putty, etc
• Experience in VoIP softphones such as Zoiper, EyeBeam, etc
• Google Applications (Google Drive, Google Docs, etc.)
• Microsoft Office Applications
• Familiar with Ticket management tools
• Strong client focus and collaborative work style
• Ability to understand and explain technical information
• Skill in creating customer facing documentation
• Confident, patient and clear communicator with technical and non-technical customers via phone and email
• Skill in problem solving and resolution
• Extensive application support experience working directly with customers
• Ability to organize and prioritize multiple work assignments to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent Interpersonal and Writing Skills
• Bachelor’s Degree or equivalent experience


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 Willing to relocate to Roxas City Willing to work at Manila Office

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To apply for this job email your details to hr@iconstrategiesbpo.com

Apply using webmail: Gmail / AOL / Yahoo / Outlook