Technical Service Representative

Technical Service Representative

Ortigas, Pasig City | Night Shift | Onsite | Full Time

Turn customer technical problems into clear troubleshooting steps and dependable solutions. You’ll support customers with product, device, software, or application concerns by gathering the right details, troubleshooting logically, documenting each case, and escalating issues that need deeper support.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

You’ll provide customer-facing technical support where the goal is to understand what is not working and guide the customer toward the right solution or next step. A typical case moves from issue discovery to targeted questions, step-by-step troubleshooting, confirmation of the result, accurate case notes, and escalation when the concern falls outside first-line support.

WHAT YOU’LL DO

Technical Issue Discovery

• Receive technical questions or support cases through phone and/or digital channels.
• Ask focused questions to understand the customer’s setup, symptoms, recent changes, and expected outcome.
• Review available case history, product information, or support resources before troubleshooting.

Troubleshooting & Resolution

• Guide customers through logical, step-by-step troubleshooting for supported products, devices, software, or applications.
• Use approved knowledge resources, documentation, and support tools to identify likely solutions.
• Confirm whether the issue is resolved and recognize when deeper or specialized technical support is required.

Case Documentation & Escalation

• Document the issue, troubleshooting performed, result, and next action accurately.
• Escalate unresolved cases with enough context that the next support team can continue without restarting the investigation.
• Follow up on customer commitments or open technical cases when required.

A BIT ABOUT YOU

Must-Haves

• At least 1 year of customer-facing technical support, help desk, application support, software support, device support, or equivalent troubleshooting experience.
• Can explain a structured troubleshooting process rather than relying only on scripts or trial and error.
• Strong spoken and written English for customer guidance and case documentation.
• Comfortable using ticketing, CRM, case-management, or knowledge-base tools.
• Comfortable working onsite on a night shift.

Good-to-Haves

• Experience supporting customers across voice, chat, email, or other digital channels.
• Exposure to consumer electronics, SaaS/software, applications, devices, connectivity, or technical service desk work.
• Experience working with CSAT, FCR, AHT, SLA, quality, or other technical-support performance measures.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

1. HMO coverage for you and your family
2. Epic Yearly Kick-Off Parties with major giveaways
3. Recognition through our Value Awards — we celebrate your wins
4. Real career growth with opportunities for internal promotions
5. Meaningful work with talented and supportive teams

Your future matters:

1. 900+ internal promotions every year
2. Access to 2,700+ leadership training courses

Extra rewards along the way:

1. 14th Month Pay after 5 years of continuous service
2. Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

1. 24 Paid Time-Off Credits annually, with leave credits convertible to cash
2. Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions

Entrepreneurial Energy: Think like an owner. Solve like a founder

Fast with Intent: We move fast and deliver real results

Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!