Technical Support VA at Outsource Access

We are looking for a highly capable and tech-savvy Technical Support VA to join the team. The ideal candidate will provide first-line support to the client's team members, troubleshoot technical issues, and assist with the onboarding of new hires. This role requires a quick learner with a keen eye for detail and strong communication skills to ensure a smooth and supportive experience for all users.

Responsibilities:

Technical Support & Troubleshooting:

• Provide help desk support for various systems, assisting users with login issues, system access, and general troubleshooting.
• Submit and track support tickets with external providers, such as the client's phone system vendor, ensuring timely resolution.
• Test and verify new users' internet speeds and other technical requirements, ensuring they meet the client's operational standards.
• Serve as the go-to resource for resolving day-to-day technical challenges.

System Learning & Implementation:

• Quickly learn and master multiple technology platforms, including Google Business Suite, Threads Culture (performance review platform), Oracle-based database, and GetGuru knowledge database.
• Support the transition to new systems, such as the client's upcoming EHR and phone system, ensuring a smooth onboarding process for all users.
• Provide training and support to team members as they navigate these systems, ensuring they are comfortable and confident in their usage.

Attention to Detail & Process Management:

• Accurately manage user accounts across multiple systems, ensuring proper onboarding and secure removal of terminated employees.
• Monitor and maintain system integrity, following detailed processes involving multiple platforms.
• Regularly update and maintain documentation to reflect changes in system processes and procedures.

User Interaction & Communication:

• Serve as the first point of contact for new hires during onboarding, providing a positive and supportive experience.
• Communicate effectively with team members, both in writing and on virtual calls, to troubleshoot issues and provide clear, understandable instructions.
• Foster a friendly and approachable demeanor when interacting with all users, ensuring they feel supported and valued.

Requirements

• Willing to work in the graveyard shift.
• Previous experience in a help desk or IT support role is preferred but not required.
• Familiarity with Google Business Suite, Oracle databases, or EHR systems is a plus but not mandatory, as training will be provided.
• Strong technical aptitude with the ability to troubleshoot and resolve a wide range of technical issues.
• Quick learner with the capacity to understand and master new software systems rapidly.
• Keen attention to detail, ensuring accurate and efficient handling of processes involving multiple systems.
• Excellent interpersonal and communication skills, with the ability to provide clear and friendly support to all users.

Benefits

• HMO
• Group Life Insurance Benefit
• Virtual Credit Card
• Paid Leaves
• Government Benefits
• Other exciting benefits to be discussed

Supplemental pay types:

• 13th month salary
• Overtime pay
• Night Differential

Outsource Access is an award-winning company that helps entrepreneurial businesses realize their potential.

Created by a US entrepreneur frustrated by the shortcomings of other outsourcing firms, OA is an offshore fully-managed virtual assistant and outsourcing services provider in the Philippines with over 450 employees expanding to 1000+. The majority of our growth has been driven by referral of existing Clients due to our commitment to quality.

As a customized outsourcing solution we help businesses redefine how they scale by providing highly-skilled and cost effective virtual staff in the areas of sales, marketing, HR, customer service, operations, bookkeeping, admin tasks, and more.

We have served thousands of clients in more than 50 industries such as manufacturing, healthcare, construction, real estate, retail, e-commerce, legal and professional services, and more.