About the Role
Title: Help Desk Support – German Speaker (Alabang – Hybrid)
Location: Alabang Metro Manila PH
Job Description:
Mission Duration: 6 months (open for freelance)
Starting Date: ASAP (Expected June 5th)
Job Summary:
We are seeking a skilled and customer-oriented Help Desk Support Specialist to join our team on a remote basis. This role involves providing comprehensive technical support to our users, ensuring smooth operation of their IT systems, and delivering exceptional customer service.
Key Responsibilities:
- Help Desk Support:
- Install, configure, and troubleshoot MS Office Applications and PC Operating Systems (e.g., Windows 98/XP/2000/7/Mac).
- Install and troubleshoot typical Windows-based desktop applications (e.g., Anti-Virus, MS Project, Acrobat Reader, Internet Explorer).
- Perform basic troubleshooting of PC and network environments.
- Respond promptly and courteously to customers via phone, email, remote access, or onsite support.
- Conduct research and use information resources and knowledge bases to resolve inquiries and concerns.
- Comply with defined SOPs and adhere to SLAs with customers.
Administrative:
- Close tickets as soon as they are resolved.
- Maintain and update daily monitoring of service deliverables.
- Prepare and submit needed reports.
Teamwork:
- Flexibly adjust schedule to ensure 24×7 service.
- Ensure timely and accurate turnover of activities to the next Help Desk team member on duty.
Learning and Development:
- Expand knowledge on business processes and IT-related information.
- Stay abreast of current technology, system information, problems, changes, and updates relevant to the team.
Requirements
- Experience:
- At least one (1) year of experience in IT Help Desk tasks, including problem tracking, phone consulting, and voicemail consulting.
- Exposure to technical setup, configuration, and maintenance of different applications, network environments, and software tools is an advantage.
- Experience in dealing with and talking to end customers.
- Skills:
- Strong interpersonal skills and ability to work effectively in a team environment.
- Ability to grasp system information and technical functions, and explain them in layman’s terms for easy understanding by end-customers.
- Strong verbal and written communication skills.
- Ability to organize, prioritize, and schedule work assignments.
- Strong customer service orientation.
- Proficient in Windows-based computer operations.
- Knowledgeable in MS Office, SQL Database, and Windows operating systems.
- Technical Skills:
- Network: Advanced
- SQL: Basic
- Troubleshooting: Advanced
- Languages:
- German: Fluent