E-Helpdesk
(National Capital Reg – Alabang and Cubao)

*• Responds to account community requests via telephone, email, and via remote access.
*• Identify and escalate situations requiring urgent attention.
*• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, VPN, and local-area network access problems.
*• Documents, tracks, and monitors issues and steps taken in order to escalate the issue or document the solutions identified; using a ticketing system to track and route problems and requests and document solutions.
*• Work with support services group to research and document problem resolutions.
*• Follow standard help desk procedures.
*• Stay current with system information, changes and updates.
*• Performs other related duties as assigned.

REQUIREMENTS:
General Requirment:

* Must have completed college education in any of the following fields, Computer Science, Computer Engineering, Computer or Information Technology or equivalent.
* Minimum of 1 year work experience in the same capacity is required for this position or at least 2 years experience as technical support representative.
* Applicants must be willing to work in Alabang and Cubao.
* Microsoft certification, a definite advantage.

Skills, Knowledge, & Abilities:

* Deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems.
* Make the distinction between Tier One and Tier Two end-user problems.
* Identify, evaluate and solve end-user workstation problems
* Support and train end-users in a wide range of software applications as needed.
* Read, understand and apply complex technical information; master new computer technology.
* Maintain cooperative working relationships.
* Demonstrate sensitivity to, and respect for, a diverse population.
* Oral and written communication skills.
* Attention to detail.
* Systematic thinking and approach to problem.
* Stress tolerance.
* Ability to work independently to resolve complex technical issues

Number of positions available:

* 20 Full-Time positions

Apac Customer Services, Inc.
Website: http://www.apaccustomerservices.com
Company Address: Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Foreign Based Company