At a Glance
- Tasks: Provide top-notch technical support and troubleshoot software and hardware issues.
- Company: Join MicroSourcing, a leading offshore managed services provider in the Philippines.
- Benefits: Enjoy competitive pay, healthcare from day one, and performance bonuses.
- Other info: Great opportunities for career growth and continuous learning.
- Why this job: Make a real impact while working in a diverse and inclusive environment.
- Qualifications: 5+ years in technical support with strong Windows and Microsoft 365 knowledge.
The predicted salary is between 30000 - 40000 £ per year.
Discover your 100% YOU with MicroSourcing!
Location: Eastwood, Quezon City
Work setup & shift: Onsite | Night Shift
Why join MicroSourcing? You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role As a Technical Support, you will:
- Provide exceptional technical support by resolving customer inquiries related to software, hardware, and connectivity issues.
- Diagnose and troubleshoot Windows operating systems, Microsoft 365 applications, hardware, printers, peripheral devices, and network-related concerns.
- Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately within the ticketing/CRM system.
- Escalate complex technical issues to the appropriate engineering or development teams while ensuring timely customer follow-up.
- Maintain up-to-date knowledge of company products, services, and technologies to deliver accurate and effective technical assistance.
What You Need Non-negotiables:
- At least 5 years of experience in a technical support role supporting Windows Operating Systems.
- Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 Suite, hardware, printers, USB devices, card processors, and other peripheral devices.
- Experience using ticketing and CRM systems to manage and document support requests.
- Excellent troubleshooting, analytical, and problem-solving skills with the ability to resolve issues efficiently.
- Excellent verbal and written communication skills with the ability to support both technical and non-technical users.
Preferred skills/expertise:
- High School Diploma or equivalent; Bachelor's degree in Information Technology, Business Administration, or a related field is an advantage.
- Industry certifications such as CompTIA, CCNA, MCA/MCSE, or other recognized technical certifications.
- Strong organizational skills with exceptional attention to detail.
- Experience supporting point-of-sale (POS) systems or retail technology environments is highly desirable.
- Proven ability to achieve customer service KPIs such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), Time to Resolution (TTR), and ticket management metrics.
About MicroSourcing:
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. Our commitment to 100% YOU MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
Terms & conditions apply.
Technical Support (Senior) employer: MicroSourcing
MicroSourcing is an exceptional employer that prioritises your well-being and career growth, offering competitive rewards, including healthcare from day one and generous paid time-off. With a collaborative spirit and a commitment to inclusivity, you'll thrive in a positive work environment that values diversity and fosters continuous learning opportunities. Located in Eastwood, Quezon City, this role as a Senior Technical Support allows you to make a meaningful impact while enjoying a harmonious work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support (Senior)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MicroSourcing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MicroSourcing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support (Senior)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MicroSourcing:Your cover letter is your chance to shine! Tell us why you want to work at MicroSourcing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MicroSourcing!
How to prepare for a job interview at MicroSourcing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
