Technical Support Representative

About the Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

We are looking for a customer‑focused and detail‑oriented Tier 1 Technical Support Representative to join our team. This role is ideal for candidates who are committed to delivering excellent service, solving customer concerns, and contributing to a high-performing environment.

Responsibilities:

• Handle customer inquiries through phone, email, chat, and ticketing channels.
• Assist with product setup, installation, registration, compatibility, and general use.
• Troubleshoot basic hardware, software, driver, connectivity, Bluetooth, pen, touch, and display issues.
• Guide customers through approved diagnostic and resolution steps.
• Assist with order, warranty, repair, replacement, and product-related inquiries.
• Create, update, and manage support cases in the assigned ticketing system.
• Document customer concerns, troubleshooting performed, and resolution outcomes accurately.
• Use available knowledge-based articles, product resources, and standard procedures.
• Escalate complex, unresolved, or recurring issues to the appropriate support level.
• Meet established quality, productivity, customer satisfaction, attendance, and service-level targets.
• Protect confidential customer and company information.

Qualifications:

• Amenable to work onsite in Greenhills, San Juan.

• At least 1 year of technical support or help desk experience in a BPO environment.

• Minimum typing speed of 40 words per minute (WPM).

• Excellent English communication skills (both verbal and written).

• Must have completed at least a high school diploma.

• Knowledge of Windows applications (e.g., Microsoft Word and Excel) or similar software; proficiency preferred.

• Strong critical thinking, active listening, and conflict resolution skills.

We would love to hear from you if you:

• Have hands-on experience supporting customers through phone, email, and live chat
• Are comfortable managing concurrent customer conversations
• Can explain technical solutions clearly and confidently in English
• Think beyond scripts and use sound judgment when troubleshooting
• Can share concrete examples of your technical support experience
• Are genuinely interested in a long-term Tier 1 technical support career
• Are comfortable with 24/7 operations, shifting schedules, weekends, and holidays
• Value stability, continuous learning, and delivering an excellent customer experience

Compensation Package:

• Up to PHP 27,000

Benefits:

• Weekly payout (every Friday)
• HMO coverage with 1 FREE dependent
• Allowances provided
• Health, dental, and life insurance
• Free parking
• Generous bonus program
• Paid time off (PTO)
• 10% night differential
• Annual performance appraisal
• 13th‑month pay
• Company‑sponsored events
• Employee referral program incentives