Job Description
New Era Software Solutions and Technology Philippines Corp. is looking for a proactive and technically inclined Service Coordinator to join our dynamic team. In this role, you will be responsible for delivering high-quality IT support to our clients remotely, ensuring seamless operations and swift issue resolution in a fully optimized Work From Home (WFH) environment.
You will act as a vital link between our customers and our technical teams, ensuring satisfaction through effective communication and expert problem-solving. We are looking for an individual who is passionate about technology and customer service, ready to handle diverse challenges in a fast-paced setting.
Why Join Us?
- Opportunity to work in a fully remote, home-based setup.
- Collaborative and supportive team environment.
- Career growth opportunities within the tech industry.
- Comprehensive training provided.
Responsibilities
- Handle and manage incoming IT support tickets via remote channels (email, chat, and phone).
- Diagnose and resolve technical hardware and software issues for end-users efficiently.
- Perform remote troubleshooting, guide users through diagnostic steps, and implement effective solutions.
- Maintain a high level of first-call resolution and customer satisfaction metrics.
- Accurately document all issues, interactions, and resolutions in the help desk ticketing system.
- Escalate complex technical issues to Tier 2 support while managing customer expectations professionally.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent relevant experience).
- Proven experience in a help desk, call center, or technical support role.
- Strong proficiency in Windows OS, MS Office, and common hardware/software troubleshooting.
- Excellent command of both Filipino and English languages for effective communication.
- Ability to work independently with minimal supervision in a remote/home setup.
- Strong analytical skills and a keen eye for detail.
- Exceptional interpersonal, time-management, and organizational skills.