Technical Support Agent I

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver first-level technical assistance by investigating, troubleshooting, and resolving product, access, process, and other support-related issues.

• Utilize critical thinking and technical judgment to assess information, identify probable causes, ascertain needed additional information, and choose the suitable next steps.

• Propel assigned issues to resolution by maintaining ownership of cases, completing follow-ups, keeping stakeholders updated, and ensuring issues advance appropriately.

• Carry out T1 support and operational tasks using established tools and procedures, including routine account, access, data, and basic break/fix support.

• Recognize when further expertise or access is necessary and escalate effectively with relevant context, details of investigations, and required information.

• Remain informed about product changes, functionality, known issues, fixes, and learnings to enhance support quality and team efficiency.

• Manage priorities across various support queues.

• Contribute to product launches, service modifications, high-demand periods, critical situations, and evolving business needs.

⛳️ Requirements

• 1-3 years of practical experience in technical, application, SaaS, product, or help-desk support, with direct accountability for investigating and resolving user-reported issues.

• Exhibit troubleshooting and problem-solving abilities, with the capacity to evaluate information, identify suitable next steps, and continuously enhance technical and product knowledge.

• Familiarity with ticketing, knowledge management, or issue tracking systems.

• Experience with Zendesk, Jira, and Confluence is advantageous.

• Capable of quickly learning new products, tools, and support processes while adapting to changing technical and business demands.

• Excellent written and verbal communication skills in English, with the ability to clearly explain technical information to users with varying levels of technical expertise.

• Punctual and willing to work shifting schedules, including weekends, holidays, and overtime if required.

• A bachelor's degree in computer science, Information Technology, or a related field is preferred.

• Alternatively, a combination of certifications along with substantial and/or relevant professional experience will be considered.

🏝️ Benefits

• A competitive base salary along with a robust incentive program.

• 13th-month pay.

• Government-mandated benefits, which include SSS, PhilHealth, and Pag-IBIG contributions.

• HMO / Healthcare coverage.

• Paid time off and applicable statutory leaves.

• Night shift differential, holiday pay, and overtime pay, as applicable.

• Remote-first culture.

• Opportunities for professional development.