Technical Support Representative

About the Role

We are looking for a Technical Support Representative to join our team and be a key point of contact for customers throughout their journey with our machines, software, and services. In this role, you will provide hands-on technical support, guide customers through onboarding and training, proactively engage with customers to maximize product usage, and support basic sales inquiries. The ideal candidate is technically minded, customer focused, and an excellent communicator who enjoys solving problems and working directly with customers.

Key Responsibilities

• Technical Support o Respond to customer inquiries via phone, email, and messaging channels.
• Troubleshoot and resolve software and hardware-related technical issues.
• Provide remote and, when required, hands-on technical support.
• Manage and resolve customer escalations in a timely and professional manner.
• Document customer issues, troubleshooting steps, and resolutions

Customer Onboarding & Training

• Conduct proactive video calls with new customers to support machine onboarding and setup.
• Provide ongoing customer training on machines, software, features, and services.
• Ensure customers are confident and fully equipped to use the products effectively.

Proactive Customer Engagement

• Proactively contact customers based on specific usage or performance indicators.
• Identify opportunities to help customers improve machine usage and adoption.
• Reach out regarding changes or drops in printing activity, feature usage, or other relevant customer activities.
• Help customers get maximum value from the products and services.

Sales & Product Inquiries

• Respond to basic sales inquiries from leads and existing customers.
• Provide information about machines, pods, features, and available services.
• Identify customer needs and, when appropriate, connect them with the relevant sales team.

Requirements & Qualifications

Must Have:

• 1–3 years of experience in technical support, including hands-on customer support and/or remote technical support.
• Proven experience troubleshooting and resolving hardware and software issues.
• Experience handling technical escalations and customer-facing problem solving.
• Excellent written and verbal communication skills.
• Fluent English with the ability to communicate clearly and professionally with customers.
• Strong customer-service mindset and a proactive approach to problem solving.

Nice to Have:

• Experience working in Food & Beverage (F&B), Hospitality, Restaurants, Bars, or related industries.
• Experience using Zendesk Support or similar customer support/ticketing systems.
• Experience supporting connected machines, SaaS products, IoT devices, or other hardware/software solutions.

What We’re Looking For We are looking for someone who is:

• Customer-focused and empathetic. Technically curious and comfortable troubleshooting problems.
• Proactive rather than purely reactive in customer interactions.
• Organized and able to manage multiple customer requests.
• A strong communicator who can explain technical concepts simply.
• Comfortable working independently while collaborating with internal teams.
• Motivated to improve the customer experience and drive product adoption.

Pay: Php25,000.00 - Php35,000.00 per month

Work Location: In person