In our experience hiring for this type of role, technical support and help desk VA in the Philippines are usually Tier 2 or Tier 3 level technical support VA. Technical support VA roles typically progress from entry-level to subject matter experts, and this progression is often accelerated by their employers, who provide dedicated technical upskill training for candidates.
Technical support and help desk VA tend to use tools that are developed internally by their employers – customer relationship management (CRM) tools, ticketing, incident reporting systems, and so on. Employers provide comprehensive training on the use of these tools and communication platforms (e.g. phone hardware, chat, and email) during onboarding training.
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