Customer Service Associate (Helpdesk) | Philippines

Description

Are you passionate about delivering exceptional customer service and ready to grow your career with a company that truly values its people? Peak Support is looking for talented Customer Service Associates to join our team in the Philippines!

Key Responsibilities

User Support & Access Management

• Provide first-level support for account access, password resets, and login issues.
• Manage user account setups, permissions, and group assignments.
• Maintain shared drives, email distribution lists, and collaboration tools.
• Support employee onboarding and offboarding from an IT access perspective.
  
  

Equipment & System Support

• Coordinate requests for new or replacement equipment.
• Provide basic troubleshooting and maintenance for laptops, peripherals, and software applications.
• Log, track, and resolve IT tickets in a timely and professional manner.
• Assist with hardware configuration, installations, and updates.
  
  

Communication & Coordination

• Monitor IT help channels or ticket queues and respond to user requests promptly.
• Collaborate with HR, Admin, and other departments to ensure smooth employee setup.
• Support system access requests, software installations, and minor network troubleshooting.
• Communicate clearly with employees regarding issue status and resolutions.
  
  

Escalation & Advanced Tasks

• Escalate complex technical issues to higher-level IT support or system administrators.
• Support the purchase or assignment of system licenses and software tools.
• Assist in maintaining IT documentation and access inventory records.
• Contribute to system and process improvement initiatives within the IT department.
  
  

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

To be successful, you must possess the following:

• Proven experience in IT support, helpdesk, or technical assistance roles.
• Solid understanding of computer systems, mobile devices, and general IT operations.
• Familiarity with remote desktop applications and basic networking concepts.
• Excellent communication, problem-solving, and multitasking skills.
• Strong attention to detail and a commitment to delivering excellent service.
• Versatility in managing inquiries via email, chat, phone, and other platforms
• Proficiency in Microsoft Office applications, with at least average skills in MS Excel
• Commitment to completing all required initial training
• Willingness to work on shifting schedules, including weekends and holidays