Technical Support Associate

We are seeking a detail-oriented Technical Support Associate to support day-to-day platform operations, internal support workflows, and data-driven “tech touch” activities.

This is an entry-level role focused on execution, triage, data gathering, and providing direct phone support to aid client management. You will work behind the scenes to help identify, document, and resolve basic issues, while supporting onboarding and client success teams with accurate data and operational follow-through.

The ideal candidate must have excellent communication skills – both spoken and written English language skills - is highly organized, curious, and comfortable working with technology, with a strong ability to follow processes and identify patterns.

Location: Dumaguete City, Negros Oriental

This position is 100% Office Based.

Key Responsibilities

Resolve basic issues, while supporting onboarding and client success teams with accurate data and operational follow-through.

Tier 1 Support & Triage

• Monitor incoming support tickets and system alerts via phone calls and emails.
• Perform initial triage of issues, categorizing and prioritizing appropriately
• Resolve basic platform, access, and usability issues using established SOPs
• Escalate more complex issues to Tier 2 or Engineering with clear documentation
• Maintain accurate and up-to-date ticket records

Data Collection & “Tech Touch” Operations

• Review platform activity and identify anomalies (e.g., failed unlocks, incomplete tours, system errors)
• Pull and compile data from internal systems to support client health monitoring
• Execute recurring data audits (Health Checks - tour quality, device status, integration checks, etc.)
• Assist in tracking Delivered → Live progress through data validation and reporting
• Support internal dashboards and reporting accuracy

Quality Assurance & Platform Support

• Conduct basic remote QA testing on tours, features, and configurations
• Validate content accuracy, functionality, and user experience across properties
• Assist with identifying bugs or inconsistencies and logging findings clearly
• Support pre-launch and post-launch quality checks

Operational Support

• Assist onboarding and client success teams with backend setup task
• Maintain internal documentation, checklists, and process trackers
• Support process execution for new feature rollouts and updates
• Contribute to maintaining clean, accurate data across systems

Skills & Competencies

• Strong phone, email contact handling, and active listening skills.
• Comfortable using smartphones, tablets, and technology.
• Strong attention to detail and ability to follow structured processes
• Basic troubleshooting and problem-solving skills
• Comfortable working with multiple systems and tools simultaneously
• Ability to identify patterns and inconsistencies in data
• Clear written communication for internal documentation and ticketing
• Strong time management and ability to prioritize tasks
• Positive, team-oriented mindset with a willingness to learn

Qualifications

• Experience in customer support, operations, or administrative roles
• Interest in technology, SaaS, or PropTech environments
• Familiarity with tools like Zendesk, Salesforce, or similar systems is a plus
• Proficiency in Microsoft Office Suite programs, especially Excel and Word as well as basic data handling

Additional Expectations

• Ability to work a consistent schedule with occasional flexibility as needed
• Willingness to learn internal systems, processes, and product functionality
• Comfortable working in a fast-paced, evolving environment

What Success Looks Like

• Accurate and timely triage of incoming issues to meet established KPIs.
• Clean, well-documented tickets that enable efficient escalation
• Reliable execution of data audits and reporting tasks
• High-quality QA support with minimal oversight
• Strong contribution to overall operational efficiency and data integrity

Additional Benefits :

• Signing Bonus
• Medical Reimbursement Plan
• HMO upon regularization

Job Types: Full-time, Permanent

Pay: From Php20,000.00 per month

Benefits:

• Company events
• Health insurance
• Paid training
• Pay raise
• Promotion to permanent employee

Application Question(s):

• What interests you most about working in technical support, and why do you believe you would succeed in this role?
• What tools, systems, or software platforms have you previously used for customer support, ticketing, or troubleshooting?

Education:

• Senior High School (Preferred)

Experience:

• Technical support: 1 year (Preferred)

Location:

• Dumaguete, Negros Oriental (Preferred)

Work Location: In person