English (speaking) Customer Service Help Desk Analyst

Please be aware we can only hire people already based in Philippines with fully legal and valid documentation to work in Philippines.

If you do not meet these requirements please do not apply.

Please apply with your resume in English.

• Fully remote position, from wherever you want in Philippines
• Working hours:  Flexible schedule, current active schedule is Monday to Friday within the hours of 7pm and 4am (Philippines).
• There are 4 weeks of training also requiring a flexible schedule
• Salary of Php33,500.00 gross monthly 
• Start date:  30th of May, 2024
• Internet bill reimbursement.
• Private health insurance
• Full training provided and dozens of E-Learning courses available
• No mandatory need for a college/university degree 

• Fluent in English. 
• Legal documentation to work in Philippines.
• Experience in Customer Service, IT Support, Technical Support or related fields.

• Provide Service Desk support to external customers and users
• Receive, document and track all incoming customer/user calls for immediate remedy and closure
• Utilize computer and database information to update incident status
• Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

• Provide service desk support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Provide detailed documentation of all steps involved in resolving customer issues
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot and solve hardware and software issues quickly
• Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers