Technical Support Representative

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

📋 Description

• Address incoming technical support inquiries via phone, chat, or email.

• Identify and resolve issues related to hardware, software, and networking.

• Assist customers with step-by-step solutions and escalate more complex problems when necessary.

• Accurately document all customer interactions in the system.

• Keep current with products, services, and support processes.

• Ensure customer satisfaction through prompt and effective resolutions.

• Adhere to company protocols and security measures when managing sensitive information.

• Collaborate with internal teams to enhance support processes and improve customer experience.

• Achieve performance metrics including resolution time, customer satisfaction, and attendance.

⛳️ Requirements

• Must be at least 18 years of age.

• High school diploma or its equivalent is required.

• Previous experience in a call center environment is preferred.

• Experience working from home is an advantage.

• Strong proficiency in the English language.

• Typing speed of at least 20 words per minute.

• A reliable high-speed internet connection is necessary.

• Must have a suitable and quiet workspace.

• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint) is required.

• Familiarity with Windows operating systems is essential.

• Proficient in troubleshooting and follow-up procedures.

• Must live within 80 kilometers of the office location.

• Must have authorization to work in the country where the position is based.

• Willingness to undergo a Level II background and/or security investigation including fingerprinting is required.

• Willingness to participate in drug screening is necessary.

• Excellent interpersonal abilities are essential.

• Must be capable of multitasking and managing oneself effectively.

🏝️ Benefits

• HMO coverage including one dependent.

• Coverage of ₱100,000 for Rank & File positions.

• Coverage of ₱120,000 for Supervisors/Managers.

• Dental coverage provided.

• In-house dental assistance valued at ₱5,000.

• Complimentary meals during training sessions.

• Opportunities for career advancement and ongoing learning.

• Allowances for rice, clothing, laundry, and meals.

• Performance and loyalty bonuses available.

• Regular disinfection and fogging of the workplace.

• Opportunities for growth and promotion within the company.

• Employee shuttle services offered.

• Company retreats and off-site events organized.

• In-office rewards, raffles, recognition gifts, and treats provided.