Technical Support Representative

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

📋 Description

• Deliver advanced technical assistance to customers encountering technical difficulties with products or services.

• Recognize and diagnose advanced technical issues, providing prompt and effective resolutions.

• Articulate technical solutions in an understandable manner to non-technical customers.

• Refer intricate problems to senior team members for further assistance.

• Record customer interactions and technical challenges in a CRM system.

• Offer insights on product enhancements and improvements based on customer feedback and technical challenges.

• Continuously enhance product, service, and procedural knowledge through training and ongoing learning modules.

• Work collaboratively with different departments to address customer issues.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues.

• Comply with company policies and procedures.

• Achieve or surpass performance benchmarks for related KPIs.

• Execute other tasks as assigned.

⛳️ Requirements

• At least 2 years of experience in technical support or a similar role, ideally in a call center setting.

• Excellent communication abilities, both verbal and written.

• Advanced knowledge in technical troubleshooting related to hardware, software, and/or systems.

• Strong critical thinking skills.

• Competence in utilizing computer applications and software.

• Experience with CRM systems preferred.

• Must reside in the Philippines.

• Available to work Monday–Friday, from 3pm to 12am, transitioning to 4pm–1am after DST, MNL.

• Must supply personal equipment (BYOD).

🏝️ Benefits

• Competitive salary.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• Health Maintenance Organization (HMO) coverage starting on day 1.

• Paid time off.

• Birthday leave.

• Bonus and incentive programs.

• Opportunities for skills training and both personal and professional growth.

• Employee Referral Program.

• BYOD remote work arrangement.