Job Description
Role Requirements
Fluent in Spanish, both spoken and written
Strong English communication skills, verbal and written
Willing to work onsite at the Mall of Asia Business Complex
Open to graveyard shifts and rotating schedules
At least 1 to 2 years of experience in a technical help desk or service desk role providing Level 1 phone support
At least 1 to 2 years of customer service experience with strong soft skills
Experience supporting end-user hardware and software, including PCs, Macs, iPhones, printers, MS Outlook, Windows 7 and 10, and MS Office 2013, 2016, or Office 365
Able to work independently with minimal supervision
Strong interpersonal, analytical, and customer service skills
Able to understand and follow verbal and written instructions
Role Description
Provide Level 1 technical support to users via phone for hardware, software, and basic network issues
Troubleshoot and resolve issues, escalating to appropriate technical teams when required
Apply working knowledge of information systems, products, and services to assist users
Identify, investigate, and resolve user questions and system-related problems
Log, prioritize, and track incidents following standard escalation procedures
Coordinate with technical, professional, or service teams to ensure timely resolution
Perform other related duties as assigned
