Job description
Join Foundever as an Entry-Level IT Specialist (ITSD) and start a rewarding career in IT support and customer service. Based in Mandaluyong City, Metro Manila, this role offers the chance to work with a global leader in BPO and technology services. You’ll be part of a collaborative team that values clear communication, continuous learning, and delivering world-class service. Work-from-home options are available based on business needs, performance, and role requirements.
As the first point of contact for customers, you will listen carefully, identify the issue, and guide users through simple solutions. You’ll handle inquiries via phone, chat, or email, perform basic troubleshooting, and ensure accurate ticket documentation. Your focus is first-call resolution and timely escalation when needed, with a commitment to high customer satisfaction and adherence to service-level agreements (SLAs).
Foundever provides on-the-job training, mentorship, and a clear path to growth—whether you pursue advanced IT support, systems administration, or IT service management. We seek candidates with strong communication, problem-solving, and a willingness to learn IT fundamentals such as Windows OS, common software, and networking basics.
Join a supportive team, enjoy a competitive starting salary, and unlock long-term opportunities in a thriving technology and customer service ecosystem in the Philippines. This entry-level role is ideal for recent graduates or professionals starting in IT support who want a stable, growth-oriented career path.
Responsibility
- Respond to customer inquiries via phone, chat, or email with professionalism and empathy.
- Provide first-call and first-level resolution for basic IT issues and service requests.
- Diagnose basic hardware/software problems and guide users through step-by-step solutions.
- Create, update, and track tickets in the ticketing system with accurate data entry and timely updates.
- Escalate complex issues to Level 2 support per documented guidelines; coordinate with cross-functional teams as needed.
- Maintain and contribute to the knowledge base and standard operating procedures for consistent support.
- Adhere to service level agreements (SLAs) and quality metrics; report trends and customer feedback for continuous improvement.
Qualification
- High school diploma or bachelor's degree; fresh graduates are welcome to apply.
- Excellent verbal and written English communication skills.
- Strong customer-service mindset with problem-solving abilities.
- Basic IT literacy: familiarity with Windows OS, MS Office, and common software.
- Ability to multitask, manage time effectively, and thrive in a fast-paced environment.
- Eagerness to learn IT fundamentals and pursue growth within the organization.
- Willingness to work assigned shifts and adapt to remote or hybrid work arrangements.