Technical Support Representative – Hardware Support

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

📋 Description

• Deliver technical support ranging from basic to advanced levels for customers facing technical challenges.

• Diagnose and resolve technical issues, providing timely solutions.

• Clearly articulate technical solutions to customers who may not possess a technical background.

• Ensure precise triaging of support tickets.

• Follow up with customers to verify resolution of issues and offer further assistance.

• Refer complex problems to higher-tier support team members.

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

• Provide outstanding customer service to foster customer satisfaction and loyalty.

• Comply with company policies and procedures.

• Achieve or surpass performance goals related to KPIs.

• Engage in continual improvement of product, service, and process knowledge through training and ongoing learning modules.

• Work collaboratively with other departments to address customer concerns.

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

• Carry out additional duties as assigned.

⛳️ Requirements

• Preferred 6 months of experience in a technical support position or equivalent.

• Strong verbal and written communication skills.

• Competence in using various computer applications and software.

• Prior experience with a CRM system is preferred.

• Experience in Desktop/Laptop Support, primarily with hardware.

• Availability for the specified Tuesday-Saturday schedule and flexible shifts.

• Work-from-home setup must include a Windows 11 OS BYOD workstation.

🏝️ Benefits

• Competitive salary package.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance coverage.

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

• Paid time off benefits.

• Special birthday leave.

• Bonus and incentive programs.

• Opportunities for skills training and personal as well as professional growth.

• Employee Referral Program.

• Attractive office environment (for onsite employees).

• Daily complimentary lunch (for onsite employees).

• 24/7 Shuttle Service available (for onsite employees).