We're a small team of creative thinkers, learners, and doers who achieve results well beyond our size through a considered and pragmatic approach. We value shared knowledge, collaboration, and an appreciation of different ideas amongst our team.
We are seeking a skilled and customer-focused Service Desk Tier 1-2 Support Representative to join our team. You will be responsible for providing technical support and troubleshooting services to our clients, ensuring the efficient resolution of incidents and service requests. You will work closely with the support team, as well as other internal and external stakeholders, to deliver high-quality support services.
Your training will take 2-3 months in which you will work Monday to Friday from 8:00am-4:30pm . Once your training is complete you will work Thursday to Monday 9:00pm to 5:00am.
What you'll be doing:
- Providing Tier 1 and 2 level IT, application, software & hardware support
- Actively monitoring ticking system ensuring tickets are being actioned within SLAs
- Escalating issues internally as required and managing customer communication
- Monitoring the Control Centre for potential issues and raising as tickets as required
- Creating training materials to build internal knowledge
- Providing support to the on site technicians as required
- Preparing issue reports and update stakeholders
- Implementing and upgrading functionality with the customer
Hopefully you'll:
- Have a Certificate or higher in Computer Science, Software, Networking or IT
- Good computer literacy with basic understanding of networking
- Be highly organised with great attention to detail
- Strong communication skills- both written and verbal English
- Ability to work in a fast pace environment and manage multiple deadlines
We will provide all training required to have a full end to end knowledge of our products and software.
Valuable to us:
- Customer focus: You enjoy customer interactions and value customer support
- Tenacity: Positive and encouraging even when things get tough.
- Team first: work well with others on the curly problems. Think collaboration are valuable for all parties involved.
- Innovative resourcefulness: persistent, creative and methodical in solving problems.
- Strive for excellence: show passion, care and pride in what you do.
Working at VERIDAPT:
Our benefits for employees include:
- Work from home remotely in Manila + laptop and docking station supplied
- 13,500 PHP remote work set up allowance to use towards (desk, screen, chair, headset, monitor etc)
- HMO for you plus 1 dependent on Maxicare plan
- A 5,000 PHP annual wellbeing allowance
- 10 days vacation leave + 5 days sick leave
- 2 additional days of leave- VERIDAPT Days to do something good for charity or your own wellbeing/ mental health
- Quarterly catch ups with the team in Manila + when the leadership team come to visit
- Additional 2-4 weeks of paid parental leave to support parents on top of legislated parental leave
- Free professional employee assistance resource for mental health
- 20,000 PHP Employee referral payment
- Inclusive fun club that organises activities and events
- Virtual and in-office training and development
IF this sounds like the next step for you APPLY NOW!
**IMPORTANT** While this role is working remotely from home you must be based in Manila as we do have regular team events. If you do not have eligible PR or citizenship for Philippines please do not apply. Sponsorship is not available for this position.
