Job Description
Private Advertiser is hiring a dynamic Help Desk L1 Agent to join our Cebu-based IT support team. As the first line of contact for our global customers, you will diagnose and resolve basic technical issues, guide users through solutions, and ensure a smooth and positive support experience. This full-time role offers a competitive salary of ₱25,000 – ₱30,000 per month and a pathway to grow into higher-level support roles within a responsive, knowledge-driven organization.
In this role, you will contribute to maintaining high customer satisfaction by delivering timely, clear, and empathetic assistance across multiple channels. You will collaborate with cross-functional teams to escalate more complex problems, document outcomes in the ticketing system, and help expand our internal knowledge base to improve future service. The ideal candidate is technically curious, customer-focused, and able to adapt to a fast-paced environment in Cebu.
Responsibilities
- Serve as the first point of contact for customer inquiries via phone, email, and live chat.
- Troubleshoot basic hardware and software issues and document steps taken.
- Resolve common Level 1 incidents and escalate complex issues to appropriate teams.
- Guide customers through diagnostic procedures and provide clear, step-by-step solutions.
- Update and maintain accurate tickets in the help desk system and ensure timely follow-ups.
- Deliver exceptional customer service with empathy, professionalism, and effective communication.
- Identify recurring issues and contribute to knowledge base improvements.
- Adhere to standard operating procedures and meet defined service level agreements (SLAs).
Qualifications
- High school diploma or equivalent; bachelor’s degree preferred.
- Basic knowledge of computer hardware and software concepts.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and troubleshooting abilities.
- Customer service orientation with patience and empathy.
- Ability to work in a fast-paced, dynamic environment and manage multiple tasks.
- Experience with help desk software (e.g., Zendesk, Freshdesk) is a plus.
- Willingness to work flexible shifts, including evenings or night shifts if required.