Helpdesk Support Specialist - Virtual

Job Summary

We are looking for a virtual Helpdesk Support Specialist in the Philippines to serve as the first point of contact for technical assistance. This role involves troubleshooting basic IT issues, providing excellent customer service, and escalating complex problems to higher-tier support teams.

Key Responsibilities

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Troubleshoot and resolve basic technical issues related to products and services.
• Document and track customer interactions and issues using ticketing systems.
• Escalate complex issues to Tier 2 support or relevant departments as necessary.
• Provide customers with product information and technical guidance.
• Monitors systems with AWS Cloudwatch and DataDog
  
  

Qualifications

• At least graduate of Vocational course or College level
• Previous experience in a technical support or customer service role.
• Strong problem-solving and communication skills.
• Familiarity with common operating systems, software, and troubleshooting techniques.
• Ability to work independently and collaboratively in a team environment.
• Amenable to work in rotating shifts
  
  

Preferred Skills

• Experience with helpdesk ticketing systems.
• Experience with call and email handling and escalations.
• Basic networking and IT security knowledge.
  
  

Benefits For The Philippines

• 5,000 PHP monthly de minimis allowance
• Robust health benefits package through Allianz
• 30 Days of Paid Time Off
• Discretionary bonus potential
• 13th-month pay (equivalent to one month's salary)
• Annual performance increase
  
  

Us-based Roles Only - Benefits

• Fully covered Medical, Dental, and Vision coverage for employees
• Cost share for dependents
• 401(K) plan with company match
• Fully covered STD/LTD
• Employee Assistance Program (EAP)
• Paid Maternity Leave
• 12 weeks of paid parental leave for birthing parent
• Paid Paternity Leave
• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
• On-site gym available for free use in Denver, CO for employees based in the Denver area
  

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.