Customer Service Representative/Technical Support Representative

About the role

You will manage off-hours operational support and send field engineers and specialists to resolve urgent issues. You will be a clear communicator who works well under pressure, manages schedules and escalations effectively, and keeps accurate records to ensure smooth operations.

Key responsibilities

• Quickly review and assign urgent off-hours support tickets to field engineers using active schedules
• Confirm task details and customer approvals are logged before sending technicians out
• Keep field crews, managers, and clients informed through calls and written updates during incidents
• Log real-time updates, timelines, and notes in internal software (ERP/CRM) and partner portals
• Follow escalation steps when field staff are unreachable, delays occur, or problems arise on-site
• Check in with technicians after jobs are completed to verify that work details, resolution notes, and time entries are accurate
• Prepare concise summaries at the end of your shift so incoming teams can seamlessly take over ongoing tasks

About you

• 1–3 years experience in field coordination, logistics, or incident escalation handling urgent requests
• Comfortable learning and using scheduling tools, ticketing platforms, and workforce management software
• Calm under pressure, organized, and able to communicate clearly over the phone and in writing
• Able to work independently during off-peak hours while staying aligned with the team
• Willing to work on-site at our offices in Metro Manila (BGC and Makati)