IT Helpdesk Tier 2

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🎯 Recruiter

B2B • SaaS • Recruitment

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• Serve as the escalation point of contact for customers seeking technical assistance via phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine best solution based upon the issue and details provide by customers • Walk the customer through the problem-solving process • Escalate unresolved issues to the next level of support when needed • Provide accurate information on IT products or services • Record events and problems and their resolution in ticketing system • Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved • Represent company professionally to all interested parties including customers, prospects, and outside vendor partners • Adherence and commitment to company Core Values • Process oriented, with great attention to detail • Other duties assigned

🎯 Requirements

• Minimum 4 years full-time experience working in a technology solutions environment • Experience as a Tier 2 support in a similar environment • Excellent written and verbal communication skills • Knowledgeable of office automation products, databases and remote control • Good understanding of computer systems mobile devices, and other technical products • Strong decision making and problem-solving abilities • Strong interpersonal and relationship building skills • Strong passion for customer service • Exceptional organizational skills and the ability to handle multiple tasks concurrently. • Ability to learn quickly in a fast-paced environment • Proficient in English • Experience with Windows Desktop Operating Systems (Windows 7-10) • Experience with Microsoft Office Applications (Word, Excel, etc.) • Experience using a ticketing and time management system • Microsoft MCP Windows 10, Microsoft MCP Office 365, COMPTIA A+ or related experience.

🏖️ Benefits

• Full-time remote position • Work from home Monday to Friday