IT Customer Care Specialist

Job Description

AIXERA AI Solutions is seeking a highly motivated and customer-focused IT Customer Care Specialist to provide first-line technical assistance to high-level clients and end-users. The successful candidate will be responsible for troubleshooting hardware, software, network, cloud and system-related concerns while ensuring exceptional customer service and timely issue resolution. This role requires strong technical aptitude, problem-solving skills and the ability to communicate technical concepts clearly to non-technical users. Serve as the primary point of contact for high-value client technical inquiries, incidents and service requests Provide remote and on-site technical support for software applications, cloud-based systems and IT infrastructure Diagnose and troubleshoot hardware, software, network connectivity, email and system-related issues Log, track and manage support tickets through the company's ticketing system Escalate complex technical issues to appropriate technical teams and monitor resolution progress Assist customers in system setup, configuration, onboarding and user account management Perform routine system monitoring and health checks Maintain accurate records of incidents, solutions, and customer interactions Develop and update technical documentation, knowledge base articles and user guides Conduct user orientation and basic training sessions when necessary Ensure compliance with company security policies and data protection standards Meet service level agreements (SLAs) and customer satisfaction targets Apply if you also have: Bachelor's degree in Information Technology, Computer Science, Computer Engineering or any related field. Must have a strong knowledge of: AI and other AI-related tools Windows operating systems Microsoft 365 applications Computer hardware and peripherals Network fundamentals (TCP/IP, DNS, DHCP, VPN) Email systems and collaboration platforms Excellent troubleshooting and analytical skills Strong verbal and written communication skills Ability to explain technical issues in a clear and customer-friendly manner Willingness to work in a fast-paced and technology-driven environment Key Competencies Customer Service Excellence Technical Troubleshooting Problem Solving and Critical Thinking Communication Skills Attention to Detail Time Management Team Collaboration Adaptability and Continuous Learning Willing to work ONSITE and to travel How To Apply TO APPLY: Please email your CV with your most recent photo to: Ms. Jennilyn Nablo Senior Administrative Officer jenna.cgbp@yahoo.com SUBJECT HEADING: Full Name - Job Application for \<Position\ Notes: 1\. Initial job interviews are to be conducted via ZOOM. For those who qualify, final interview shall be conducted in the office. 2\. Only applicants with recent photos on their resume will be entertained. 3\. We thank all applicants in advance but only those selected for an interview will be contacted. Pay: Php25,000\.00 - Php28,000\.00 per month Ability to commute/relocate: Makati: Reliably commute or planning to relocate before starting work (Preferred) Willingness to travel: 75% (Preferred) Work Location: In person