Technical Support Agent (T1) at Harver

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Zendesk, Atlassian, Confluence, Jira, Communication Skills, Critical Thinking, Multitasking, Data Management, Problem Solving, Documentation, Customer Service, Adaptability, Learning, Team Support

Industry

Software Development

Description

Job Overview: The Technical Support Agent’s primary responsibility will be to work with internal and external customers and provide first-level (T1) support for issues, concerns, and requests. The ideal candidate will be a critical thinker who understands prioritization, mitigation, escalation and can multitask several issues at once. If you’re passionate about working in a dynamic, fast-growing company — with cutting edge technology, smart colleagues, and opportunities for development — come grow with us! In this role you get to: Work in a multi-queued ticket driven environment while applying resolution best practices, and meeting or exceeding service level requirements and resolution targets Demonstrate the ability to, independently and successfully, troubleshoot product issues as well as updates and fixes for minor cases and enhancements to existing functionality Execute data loads, manage password resets, and perform basic break/fix functions Understand new functionalities being added and issues being fixed by the T2 Support team, Development team, etc. provide timely, complete, and accurate information and updates to all stakeholders Identify problem and/or request for correct next level team escalation and drive issues to resolution Document all pertinent information and share knowledge by creating internal articles for T1 when necessary Assist and serve as back-up to other support teams during the rollout of new services, features, and other critical situations that demand additional personnel We’re looking for people who have: While possessing a bachelor's degree in computer science, Information Technology, or other similar discipline is preferred, Harver will also consider applicants who hold a combination of certifications with considerable and/or related professional experience 1-3 years’ work experience in technical support role with solid troubleshooting processes preferred Experience using Zendesk and Atlassian (Confluence and Jira) preferred Excellent written and verbal communication skills; English proficiency required Punctual and amenable to work shifting schedules including weekends, holidays, and overtime if needed Ability to adapt to changes and scope of work when necessary to improve T1 efficiency Willingness to learn with the ability to be professionally developed

Responsibilities

The Technical Support Agent will provide first-level support for internal and external customers, troubleshooting product issues and managing requests. They will document information and assist other support teams during critical situations.