Discover your 100% YOU with MicroSourcing! Position: Helpdesk Operator
Location: Harton Corporate Center, Baclaran, Paranaque
Work setup & shift: Flexible work setup | Day shift
Why join MicroSourcingYouu0027ll have:- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role: As a Helpdesk Operator, you will:
Client Support & Issue Resolution
- Resolve client problems, queries, and complaints effectively and in a timely manner.
- Monitor all issues reported to the Helpdesk and ensure clients are regularly updated on the status of their queries.
- Liaise with suppliers, equipment maintainers, and internal stakeholders to ensure smooth resolution of technical issues.
- Ensure all problems are logged, tracked, and maintained in the CRM.
- Escalate complex or recurring issues as needed, with clear documentation.
Team Leadership & Support
- Provide technical advice and guidance to other Helpdesk Operators.
- Assist in supervising Helpdesk staff and fostering a collaborative team environment.
- Identify potential issues in ticket volume, resolution timelines, or support processes, and take action to mitigate escalation risks.
- Coordinate updates to the Helpdesk Manual and internal documentation to ensure current and accurate procedures.
Monitoring & Reporting
- Monitor support queues and ticket volumes to maintain service levels and prevent bottlenecks.
- Produce and maintain records of Helpdesk activities, including statistics, trends, and performance insights.
- Support internal reporting efforts by analysing helpdesk data and highlighting recurring issues or areas for improvement.
What You Need: Non-negotiables
- Proven experience in a technical support or helpdesk role, ideally within a SaaS or IT environment.
- Ability to work independently with minimal supervision while also being a strong team player.
- Excellent oral and written communication skills, with strong attention to detail.
- Well-developed problem-solving skills and the ability to handle complex client issues
- Strong organisational and time management skills.
- Experience working with ticketing systems, monitoring tools, and knowledge bases.
- A proactive mindset and willingness to take ownership of both client issues and internal improvements.
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About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU MicroSourcing firmly believes that our companyu0027s strength lies in our peopleu0027s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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