Technical Support

Job Summary

As a Technical Support Helpdesk Representative, you will be responsible for providing technical assistance and support to customers.

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work‑life balance, and the chance to share your passion with a team of over 1000 talented professionals.

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem‑solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem‑solving.
• Stay up‑to‑date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and elevate recurring technical issues or patterns to management for proactive resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Required:

• Strong communication skills.
• Basic understanding of software and hardware troubleshooting.
• Experience handling customer support via phone, email, or chat.

Highly desirable (not required):

• Microsoft O365 Administration
• Microsoft Azure Administration
• VMWare experience

Office‑Based – Eastwood, Quezon City

Training: 7 am – 4 pm;
Production: 24 / 7

Must have at least 20 mbps internet connection.