Technical Support Specialist L1
Technical Support Specialist L1
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Salary Not Disclosed
1 Vacancy
Job Description
About the role:
Deliver exceptional customer experiences to corporate team members and brokers as a key part of the Level 1 Support team within Lendi Group. In this role youll provide topnotch support to the Lendi Group team ensuring smooth operations and resolving technical issues inquiries and user tasks. Youll be at the forefront assisting internal stakeholders and brokers with their technical and brokerrelated needs making a direct impact on our success.
Responsibilities:
- Respond to and resolve inquiries via selfservice webchat phone and email keeping users updated.
- Provide technical and functional support on systems processes and technology within Lendi Group.
- Escalate cases to Level 2 Platform Technology & Engineering teams as needed.
- Log cases with external providers track progress and keep users informed.
- Build/rebuild laptops for users following Level 3 processes.
- Educate users on best practices for systems and technologies (e.g. laptops Office 365 Windows).
- Create review and update knowledge articles and selfhelp guides.
- Record case notes for tracking and escalation.
- Troubleshoot hardware and software issues remotely.
- Manage hardware/software inventory and asset records.
- Coordinate with vendors and Operations team for new hardware.
- Liaise with internal/external teams to resolve inquiries.
- Undertake training on supported services and systems.
Qualifications :
- At least 2 years of experience in Technical Support or Service Desk with excellent customer service skills.
- Strong communication skills to engage internal stakeholders in Australia and the Philippines.
- Proficient in maintaining and troubleshooting devices (Windows and Mac).
- Ability to investigate issues and troubleshoot based on user input.
- Skilled in prioritising and managing multiple complex issues while adapting to changing priorities.
Additional Information :
Whats in store for you at Lendi
- Flexfirst (Hybrid) but must be willing to work onsite once a week in our Makati office.
- Health Insurance (HMO) for you & 1 free dependent
- Health & wellbeing programs
- Generous amount of leaves (total of 25 leaves 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)
- Competitive commissions/incentives
- Extra allowances will be given for WFH setup such as internet subsidy
- Life insurance effective on Day 1
- Access to training and opportunities for career progression/promotion
- Fun & exciting monthly social clubs at the moment done virtually
- Government mandated benefits are provided SSS Philhealth & Pagibig.
& many more!
How to Flexifirst:
- You must have a stable fixed internet connection (minimum 50mbps)
- An ample working space with office table and chair is also required.
- Lendi will provide you with your equipment such as a laptop extra monitor mouse keyboard headset & laptop riser.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
