Technical Support Representative

Job Title: Technical Support Representative

Location: [BGC, TAGUIG]

Employment Type: Full-time

Experience Level: Mid-Level (6 months minimum)

JOB SUMMARY

We are seeking a detail-oriented and customer-focused Technical Support Representative to join our team. The ideal candidate has at least 6 months of experience in a Tier 1 or Tier 2 support role and is ready to troubleshoot technical issues for our clients. You will be the first point of contact for customers experiencing hardware, software, or connectivity issues, ensuring their problems are resolved efficiently and professionally.

KEY RESPONSIBILITIES

• Diagnose and resolve technical issues via phone, email, and live chat.

• Troubleshoot hardware, software, operating systems, and network connectivity problems.

• Document customer interactions and technical issues accurately in the CRM/ticketing system.

• Escalate complex technical issues to senior engineers or specialized teams when necessary.

• Guide non-technical users through step-by-step troubleshooting procedures.

• Maintain up-to-date knowledge of company products and services.

• Meet or exceed key performance indicators (KPIs) such as First Call Resolution (FCR) and Customer Satisfaction (CSAT).

REQUIREMENTS

• Education: Minimum Senior High School (SHS) graduate. (College degree or technical certification is a plus).

• Experience: At least 6 months of experience as a Technical Support Representative (TSR) or in a similar customer service role involving technical troubleshooting.

• Technical Skills:

- Proficiency in Windows and macOS operating systems.

- Basic understanding of networking (TCP/IP, DNS, Wi-Fi).

- Familiarity with ticketing systems (e.g., Zendesk, Jira, Salesforce).

• Soft Skills:

- Strong verbal and written communication skills.

- Patience and empathy when dealing with frustrated customers.

- Ability to multi-task and manage time effectively.

• Availability: Willingness to work on a rotating shift schedule, including nights and weekends.