Technical Support Representative

Hi!

We are looking for a TECHINICAL SUPPORT EXECUTIVE who will serve as the first point of contact for operators whenever they encounter issues or need assistance.

The CSE will be responsible for quickly understanding and resolving concerns, coordinating with internal teams when escalation is needed, and ensuring that issues are properly followed through until resolution.

The role also involves coordinating on-site service visits, monitoring operator usage and engagement, following up on payments and collections, and preparing operational reports.

This is a full-time office-based position that requires excellent communication, strong problem-solving skills, attention to detail, and the ability to work effectively in a fast-paced environment.

KEY RESPONSIBILITIES:

Customer/Operator Support

• Act as the first point of contact for operators regarding concerns, issues, and other assistance needed.
• Respond to or acknowledge operator concerns promptly.
• Assess reported issues, identify the root cause, and provide an appropriate solution whenever possible.
• Escalate unresolved concerns to the appropriate internal team and follow through until resolution.
• Keep operators updated regarding the status of their concerns.

Service Visit Coordination

• Schedule on-site service visits when required.
• Coordinate between field service personnel and operators to ensure scheduled visits are completed.
• Follow up with operators after service visits and collect feedback.

Operator Engagement & Monitoring

• Monitor daily usage and engagement of assigned operators.
• Identify concerns and coordinate corrective actions when needed.
• Ensure necessary remedial actions are completed within the day.
• Prepare and submit operational reports as required.
• Conduct regular check-ins and gather feedback to ensure a smooth operator experience.

Payment & Collection Support

• Contact operators regarding payment follow-ups.
• Assist with invoices, Statements of Account (SOA), and other payment-related concerns.
• Schedule and coordinate payment collection visits when necessary.
• Coordinate with the appropriate teams to ensure collections are properly completed.

QUALIFICATIONS:

• Graduate of Information Technology, Computer Science, Information Systems, or other IT-related courses.
• Fresh graduates are welcome to apply.
• Previous BPO, Customer Service, Technical Support, Operations Support, or related experience is an advantage but not required.
• Excellent verbal and written communication skills in English and Tagalog.
• Must be comfortable communicating with both local clients/operators and an Indian supervisor.
• Strong analytical and problem-solving skills.
• Good coordination and follow-up skills.
• Ability to understand issues quickly and identify appropriate solutions.
• Detail-oriented and able to spot errors and discrepancies.
• Able to handle difficult or demanding clients professionally and calmly.
• Willing to work in a full-time office-based setup.
• Willing to work on rotational shifts, including morning, afternoon, and night shifts.
• Can work independently with minimal supervision.
• Responsible, organized, and able to manage multiple concerns at the same time.
• Team player with good interpersonal skills.

Pay: Php20,000.00 - Php22,000.00 per month

Application Question(s):

• Are you willing to work on rotational shifts, including morning, afternoon, and night shifts?
• Do you have BPO or Customer Service experience?
• Rate your communication skills from 1-10 (English)

Work Location: In person