Tier 1 Support Specialist (JDR - 09092025 - FTTSS)
At RippedBoxStation · Manila, Metro Manila, Philippines
- Customer support
- Full-time
Where you can work from
Open to the Philippines
“Manila, Metro Manila, Philippines”
From the location.
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- First seen by us
- 9 October 2026
- Last checked
- 14 hours ago
Job description
From RippedBoxStation’s job post, as they wrote it.
Position: Tier 1 Support Specialist
Number of hours: 40 hours/week
Schedule: TBA
Position Summary:
We are seeking a Tier 1 Support Specialist to serve as the first point of contact for users experiencing technical issues with our MAPS and MTD solutions. This role plays a critical part in ensuring a seamless user experience by providing prompt, courteous, and effective support. The ideal candidate is a proactive problem-solver with strong communication skills and a foundational understanding of computer systems and applications.
Read the full description
Key Responsibilities:
Front-Line Support
* Respond to support inquiries via email and/or helpdesk ticketing system in a timely, professional manner.
* Accurately log all interactions and resolutions in the helpdesk system.
* Gather and document relevant details to understand and assess user issues.
Troubleshooting & Resolution
* Perform basic technical diagnostics for issues such as password resets, connectivity problems, and user access.
* Guide users through step-by-step solutions and provide clear instructions.
* Escalate complex issues to Tier 2 support or relevant teams with complete documentation.
Customer Service Excellence
* Provide an exceptional user support experience with empathy, patience, and professionalism.
* Communicate technical concepts clearly to non-technical users.
* Follow up with users to confirm resolution and satisfaction.
Documentation & Knowledge Sharing
* Contribute to and update internal knowledge base with frequently encountered issues and solutions.
* Identify patterns in user-reported problems and suggest process improvements or training needs.
Requirements:
* Bachelor’s degree in Computer Science, Information Technology, or related field (preferred, not required).
* 14 years of experience in a technical support, helpdesk, or customer service role.
* Familiarity with Windows and/or macOS operating systems.
* Knowledge of mobile platforms (iOS, Android).
* Basic networking concepts (e.g., TCP/IP, DNS, Wi-Fi).
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
* Experience using help desk ticketing systems (e.g., Zendesk, ServiceNow) preferred.
* Exposure to mobile applications or mobile app development is a plus.
* Understanding of common software applications and hardware components.
* Excellent verbal and written communication.
* Strong problem-solving and active listening abilities.
* Customer-first mindset with a high degree of empathy and patience.
* Team-oriented with the ability to work independently.
* Effective time management and multitasking in a fast-paced environment.
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