L1 Technical Support Analyst (Homebased)

Job Description

Company Description
  
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
 
Key Responsibilities
 
Customer Support and Problem Resolution:

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.
• Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).
• Tackle basic technical or non-technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.

• Manage all level 1 tickets, offering detailed solutions or escalating to level 2 analyst when necessary.
• Educate customers on product features to help them resolve issues independently when possible.
• We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones.

 
Documentation and Communication:

• Develop and update thorough documentation if there’s no knowledge base available around any new issue.
• Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.
• Pay close attention to detail and proactively address customer needs in all interactions.

Collaboration and Escalation:

• Escalate unresolved or complex issues to the right teams, like level 2/3/support lead, documentation, development or engineering, and follow up to ensure they’re addressed.

Technical Analysis and Solutions:

• Use diagnostic tools and techniques to find the root cause of issues
•  Conduct thorough analysis of system behavior, errors, and configurations to ensure our systems remain stable and reliable when an incident is reported.
• Proficiency with observability tools, and ease with CRM tools are considered strong assets for this role.

Requirements:

• At least 1 years of experience in a technical support role, with a total of at least 3 years in customer support.
• Strong problem-solving skills and the ability to analyze and resolve customer issues.
• Should have at least 1 year of experience as a networking admin or software development.
• Advanced knowledge of operating systems, including:

• Understanding SSH and the use of terminal commands

• Experience with Linux (server versions specifically)
• Strong asset: understanding Docker and how to deploy application
• Plus: understanding of AI fine-tuning or AI inference

• Excellent communication skills, both verbal and written.
• At least 1 years of experience with Shell scripting, and SQL.

 
Work set-up: Homebased (equipment provided)
Work schedule: Must be willing to work on rotating shifts and during weekends