About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
We are looking to hire a Junior IT Support (Contractor) to assist our clients with computer hardware and software issues. You will be required to work on site in Davao City, Philippines and assist with hardware installations, software upgrades, systems integrations, and resolve IT related issues.
To ensure success as a Desktop Support Junior, you should have extensive knowledge of home and office systems, good problem solving skills, and technical skills. In this role, you are expected to provide fast and effective support for clients experiencing basic hardware and software issues.
Duties and Responsibilities:
Assist users with troubleshooting basic hardware and software issues.
Perform basic account management tasks which includes but not limited to account creation, password resets and unlocking accounts.
Support installation and maintenance of computer hardware, peripherals and software.
Assist in installing and upgrading operating systems and software under supervision.
Help troubleshoot basic networking and connectivity issues.
Provide basic training and guidance to users on computer operations.
Respond to and document client support requests.
Communicate with users to determine the nature of IT problems and provide solutions with guidance.
Collaborate with senior team members to implement site wide solutions and provide feedback
Qualifications:
Bachelor’s Degree in Information Technology or Computer Science, or any related field (e.g. Computer Engineering)
1-2 years of Desktop Support experience (hardware, software, network and related technologies)
Technical Knowledge: Basic understanding of computer hardware, operating systems (Windows, macOS, or Linux), and software applications. Naturally technically adept and can learn to navigate & use software easily.
Networking Fundamentals: Familiarity with basic networking concepts, such as Wi Fi, LAN, and TCP/IP.
Problem Solving Skills: Ability to diagnose and identify solutions to technical issues.
Communication Skills: Good verbal and written communication; ability to explain technical information to non technical users.
Customer Service Orientation: Strong commitment to providing friendly and helpful support; patience and empathy when dealing with users.
Time Management: Ability to prioritize tasks and effectively manage multiple support requests.
Willingness to Learn: Eagerness to acquire new skills and stay updated with technological advances.
Attention to Detail: Careful and precise in following system settings, documentation, and troubleshooting procedures.
Teamwork: Ability to work collaboratively within a team environment; support and contribute to team goals.
Adaptability: Flexibility to adapt to new tools, systems, and changing environments.
Amenable to work onsite and in shifting schedules.
Amenable to work in a project-based arrangement.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field
- 1-2 years of desktop support experience involving hardware, software, networking, and related technologies
- Basic understanding of computer hardware, operating systems, and software applications
- Familiarity with Wi-Fi, LAN, TCP/IP, and basic networking concepts
- Ability to diagnose and resolve technical issues
- Good verbal and written communication skills with the ability to explain technical information to nontechnical users
- Strong customer service orientation, patience, and empathy
- Ability to prioritize tasks and manage multiple support requests
- Willingness to learn and stay current with technological advances
- Attention to detail in system settings, documentation, and troubleshooting procedures
- Ability to work collaboratively within a team environment
- Adaptability to new tools, systems, and changing environments
- Willingness to work onsite in Davao City and on shifting schedules
- Willingness to work in a project-based arrangement
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
