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Open nowFirst seen 5 days ago

Tier 1 Support Specialist (JDR - 09092025 - FTTSS)

Rippedboxstation421 open roles

Where
Manila, Metro Manila, Philippines, Remote
Work mode
Remote
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Your applicationOpen nowTier 1 Support Specialist (JDR - 09092025 - FTTSS)Rippedboxstation · Manila, Metro Manila, Philippines, Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Rippedboxstation's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

Position: Tier 1 Support Specialist

Number of hours: 40 hours/week Schedule: TBA

Position Summary:

We are seeking a Tier 1 Support Specialist to serve as the first point of contact for users experiencing technical issues with our MAPS and MTD solutions. This role plays a critical part in ensuring a seamless user experience by providing prompt, courteous, and effective support. The ideal candidate is a proactive problem-solver with strong communication skills and a foundational understanding of computer systems and applications.

Key Responsibilities:

Front-Line Support

  • Respond to support inquiries via email and/or helpdesk ticketing system in a timely, professional manner.
  • Accurately log all interactions and resolutions in the helpdesk system.
  • Gather and document relevant details to understand and assess user issues.

Troubleshooting & Resolution

  • Perform basic technical diagnostics for issues such as password resets, connectivity problems, and user access.
  • Guide users through step-by-step solutions and provide clear instructions.
  • Escalate complex issues to Tier 2 support or relevant teams with complete documentation.

Customer Service Excellence

  • Provide an exceptional user support experience with empathy, patience, and professionalism.
  • Communicate technical concepts clearly to non-technical users.
  • Follow up with users to confirm resolution and satisfaction.

Documentation & Knowledge Sharing

  • Contribute to and update internal knowledge base with frequently encountered issues and solutions.
  • Identify patterns in user-reported problems and suggest process improvements or training needs.

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or related field (preferred, not required).
  • 14 years of experience in a technical support, helpdesk, or customer service role.
  • Familiarity with Windows and/or macOS operating systems.
  • Knowledge of mobile platforms (iOS, Android).
  • Basic networking concepts (e.g., TCP/IP, DNS, Wi-Fi).
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  • Experience using help desk ticketing systems (e.g., Zendesk, ServiceNow) preferred.
  • Exposure to mobile applications or mobile app development is a plus.
  • Understanding of common software applications and hardware components.
  • Excellent verbal and written communication.
  • Strong problem-solving and active listening abilities.
  • Customer-first mindset with a high degree of empathy and patience.
  • Team-oriented with the ability to work independently.
  • Effective time management and multitasking in a fast-paced environment.
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