Technical Support Representative

Position Overview

We are looking for a customer-focused Technical Support / Customer Service Representative to provide high-quality support through phone, email, and chat. This role is ideal for someone who enjoys troubleshooting, solving customer issues, and working with web and eCommerce technologies in a fast-paced environment.

The position operates within a 24/7 support environment, so flexibility with shifts, weekends, holidays, and occasional overtime is required.

Key Responsibilities

• Provide technical and customer support through phone, email, and chat in a high-volume environment.
• Assist customers with technical issues, account concerns, billing questions, invoices, and other service-related inquiries.
• Troubleshoot customer issues and work toward first-contact resolution whenever possible.
• Guide customers through solutions using internal documentation, knowledge bases, external resources, and troubleshooting tools.
• Help customers understand and apply eCommerce best practices.
• Proactively assist with customer onboarding and provide guidance to help customers successfully use available products and services.
• Identify recurring customer concerns and communicate them to management and technical teams.
• Collaborate with internal teams and developers to help resolve technical issues and improve product functionality.
• Follow established procedures while identifying opportunities to improve processes and customer satisfaction.
• Maintain up-to-date knowledge of product updates, web technologies, and eCommerce practices through classroom, video, and self-paced training.
• Maintain professionalism when communicating with customers and collaborating with internal departments.
• Handle a high-volume workload, with the potential for up to 7.5 hours of phone/chat interaction per shift.

Qualifications

• Previous experience in a customer-facing or service-oriented role is required.
• Experience in technical support, customer service, help desk, or contact center environments is highly preferred.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Excellent written and verbal communication skills.
• Ability to professionally handle and de-escalate frustrated or upset customers.
• Strong ability to independently research solutions using internal guides, documentation, online resources, and external service portals.
• Comfortable learning and working with various web, hosting, and eCommerce technologies.
• Strong customer-service mindset with a focus on finding practical solutions for each customer.
• Ability to work effectively both independently and as part of a collaborative support team.
• Willingness to continuously learn new technologies, products, and support processes.
• Must be flexible to work different shifts and occasional overtime within a 24/7/365 operation.

Preferred Technical Skills

• Basic understanding of how websites, eCommerce platforms, hosting environments, domains, and related technologies work together.
• Ability to read or make basic edits in at least one web technology or language, such as:
• HTML
• CSS
• JavaScript
• jQuery
• Basic understanding of data structures or how information is organized and processed within web-based systems.

Pay: Up to Php50,000.00 per month

Application Question(s):

• Are you okay with working on-site in Pioneer, Mandaluyong?

Experience:

• Technical support / Customer Service: 2 years (Required)

Language:

• English (Required)

Work Location: In person