L1 Resource – Chat Support (Service Delivery)

L1 Resource – Chat Support (Service Delivery)

Location: Bonifacio Global City, Taguig City (Onsite)
Employment Type: Project-Based (6 months)
Target Start Date: September 2026
Salary Range: PHP 30,000 – PHP 35,000 per month
Work Schedule: Midshift (Monday to Friday) | 24/7 rotation

Position Overview

The Service Delivery Chat Support (L1) is responsible for providing real-time, chat-based technical support within a high-volume enterprise environment. The role requires the ability to manage multiple concurrent interactions while ensuring accurate resolution, clear communication, and adherence to defined service standards and procedures.

Duties and Responsibilities

  • Provide first-level technical support primarily through chat-based channels

  • Manage multiple simultaneous chat sessions while maintaining service quality

  • Diagnose and resolve end-user technical issues using approved tools and procedures

  • Accurately document incidents, troubleshooting steps, and resolutions

  • Address common technical concerns involving:

    • Operating systems (Windows and macOS)

    • Productivity applications and email platforms

    • Virtual desktop and remote access environments

    • Mobile devices (iOS and Android)

    • Basic network connectivity issues (VPN, login, and access-related concerns)

  • Perform standard Level 1 support functions, including password resets and access assistance

  • Escalate complex or unresolved issues with complete and accurate documentation

  • Adhere to established service standards, escalation protocols, and quality guidelines

  • Meet performance targets, including SLA, AHT, QA, and CSAT metrics

  • Ensure proper ticket management and prevent backlog or rework

  • Contribute to knowledge base improvements by identifying recurring issues and gaps

  • Participate in performance reviews and feedback sessions as required

Qualifications

Experience:

  • Minimum of 2–3 years of experience in service desk, helpdesk, or end-user support

  • At least 1–2 years of experience in chat-based customer or technical support

Technical Competencies:

  • Working knowledge of Windows and macOS operating systems

  • Familiarity with productivity tools and email platforms

  • Experience with remote desktop or virtual desktop environments

  • Basic knowledge of Active Directory functions

  • Understanding of networking fundamentals (TCP/IP, VPN, connectivity troubleshooting)

  • Experience with IT service management tools (e.g., ServiceNow) and remote support tools (e.g., Bomgar)

Behavioral Competencies:

  • Strong written communication skills in English suitable for live chat interactions

  • Ability to handle multiple tasks and concurrent conversations effectively

  • High attention to detail in documentation and issue resolution

  • Ability to work within a structured, metrics-driven environment

  • Sound judgment in determining when to resolve issues independently or escalate

Compensation and Benefits

  • Monthly salary ranging from PHP 30,000 to PHP 35,000

  • Five (5) Service Incentive Leave (SIL) credits

  • Opportunity to gain experience in a global enterprise environment

Additional Information

  • This is a project-based role with a duration of six (6) months

  • Contract extension may be possible but is not guaranteed


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