We are Looking for a Technical Support Specialist L1 or L2. Location: Shaw Blvd. Mandaluyong Work Set-up: onsite/Shifting. Job Description: Provide first class customer service/support via telephone, email, chat, and any future channel Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customersTriage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordinglyCommunicate proactively with customers using clear, professional, and effective communicationLeverage all approved internal knowledge base to deliver up to date service to our customersPartner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are releasedProvide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripheralsTicket ownership including ticket creation, update, escalation and escalation notes, solution, and closureCreate, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competenciesResponsible for self-developing skills and technical knowledge on new and existing products and featuresMonitor customers' system proactively to identify and solve issuesComply with confidentiality and license agreementsRemain knowledgeable of customer and partner relationshipsQualifications:Bachelor's Degree in IT or any related Courses.Description of Foundation: Demonstrates a basic knowledge and understanding of ownprofession sufficient to handle standard/routine work; follows standard methodologies andprocedures; has the basic technical skills required for day-to-day work.Foundation level in customer service and in communicating both written and verbalFoundation level in communicating technical concepts to both technical and nontechnical customersFoundation level in building strong relationships with customers and with team membersFoundation level in balancing time among multiple activities o Solving customer enquiries or Depending upon the region, perform the same Key Responsibilities as described in the Installation Specialists Job DescriptionFoundation level in managing time effectively to meet deadlinesFoundation level in troubleshooting, problem solving, and critical thinking skillsFoundation level in internal and external conflict resolution and negotiation skillsFoundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirementsContinuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support processDemonstrate good judgement using facts and analyticsHighly organized and efficient with strong attention to detailFoundation level in understanding and learning complex technical topics quicklySelf-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologiesFoundation level in handling customers with patience, tact, and empathyBasic level with SQL database queries