Technical Support Representative

Job Responsibilities Technical Troubleshooting

• Diagnose and resolve issues with hardware (e.g., connectivity, battery, mechanical faults...)
• Troubleshoot software problems such as app malfunctions, firmware updates, platform usage and integration with PMS & security systems

Customer Support

• Respond to inquiries via chat, email, or phone
• Guide users through setup, installation, and configuration of smart locks
• Provide demo, training for colleagues and customers or step-by-step instructions for resolving common issues

Documentation & Reporting

• Maintain detailed logs of support interactions and resolutions
• Report recurring issues to engineering or product teams
• Create user guides, FAQs, and troubleshooting documents

Security & Compliance

• Ensure users follow best practices for digital security (e.g., password management, access control)
• Assist with account recovery and secure access protocols
• Help improve SOP and drive automation and efficiency

Product Knowledge & Updates

• Stay current with new smart lock models, software updates, and industry trends, continue to learn and expand knowledge thru training, self-learning, communication with product marketing, HW & SW engineering teams
• Test and evaluate new features and generate video recording for verification and training before public release or after product update

Job Requirements

• With a Bachelor’s degree in IT, Computer Science or related field (or equivalent experience)
• Prior experience in tech support, especially with IoT or smart home devices an advantage
• Strong understanding of Bluetooth, Wi-Fi, and mobile app ecosystems
• Ability to perform remote troubleshooting and provide clear instruction via chat or telephony or both.
• Familiar with operating systems (iOS, Android, Windows) and with experience in remote support tools and ticketing systems
• Excellent problem-solving and multitasking skills
• Ability to work independently and collaborate remotely
• Customer-oriented attitude
• Able to work night shift

Job Types: Full-time, Permanent, Fresh graduate

Benefits

• Company events
• Free parking
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Ability To Commute/relocate

• Makati: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person