Technical Support Specialist

The Technical Support Specialist provides the first level of support and response to customers and is responsible for attending to open incidents through email. The role ensures the timely completion of work requests, trouble tickets and other technology-focused tasks, as required, while providing remote technical end-user support including but not limited to web application enquiries.

• Provide new and existing customers with world-class customer service experiences via email as the 1^st point of contact with the client for concerns on the following:
  • Service status
  • Account information
  • Memory usage
  • Load balance
  • Ticket follow-ups
• Provide basic technical support for any issue customers experience and walk customers through to a solution
• Respond to requests for technical assistance via email and diagnose and resolve technical software issues
• Effectively resolve customer queries in a considerate, accurate and timely manner
• Use critical thinking skills to answer and solve inquiries and problems, always looking to achieve immediate resolutions as applicable
• Effectively multi-task; quickly responding to requests in addition to other current tasks being performed

• Minimum of at least three (3) years of direct technical support experience in a fast-paced, high volume professional work environment
• Experience in providing support for the following is required:
  • Cloud infrastructure
  • Build configuration
  • Development technology
• Knowledge and skills in the following are an advantage:
  • Terraform
  • Linux
  • GIT
  • Scripting
  • Basic security
  • Load balancing
• Must be confident in providing resolutions by following a structured workflow
• Highly motivated individual with high energy, passionate about customer service
• Unparalleled problem solving and critical thinking skills
• Must possess an excellent mastery of the English language both oral and written
• Ability to demonstrate strong interpersonal skills and appropriate empathy in difficult situations
• Computer proficiency in Microsoft Office suite, as well as thorough internet research abilities
• Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
• Must be willing to work on UK after business hours
• Graveyard shift as a Full-Time Employee
• Bonifacio Global City, Taguig City

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.