Junior Technical Support
Apollo Technologies Inc.
Date: 6 days ago
City: Cebu City
Contract type: Full time
- Provide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;
- Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;
- Using the ticketing tool log all updates and troubleshooting procedures performed including complete and comprehensible details.
- Escalate issues that are beyond the scope of support to the proper level of support;
- Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner
- Actively monitor ticket assignment/s for timely resolution;
- Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates
- Ensure that satisfactory resolution has been executed before putting tickets on resolved state
- Demonstrate professionalism while handling inquiries or complaints of the customers;
- Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);
- Contributes to team/unit goals by accomplishing related duties as required.
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