Technical Support Representative

About the role

Magellan Solutions Outsourcing Inc. is seeking a dedicated and technically proficient Technical Support Representative to join our dynamic call centre team. This is a full-time position based in Mandaluyong City, Metro Manila. In this role, you will be the first point of contact for customers experiencing technical issues, providing expert guidance and practical solutions to resolve their problems efficiently. You will play a crucial part in maintaining customer satisfaction and loyalty whilst supporting the seamless operation of our client's technology infrastructure.

Key responsibilities

• Respond promptly to customer inquiries via telephone, email, and chat regarding technical issues and product-related questions
• Diagnose and troubleshoot technical problems, utilising established protocols and knowledge bases to identify root causes
• Provide clear, step-by-step guidance to customers to resolve issues or walk them through solutions
• Document all customer interactions accurately in the ticketing system, including issues reported, actions taken, and resolutions provided
• Escalate complex technical issues to senior technical teams or specialist departments when necessary
• Follow up with customers to ensure their issues have been fully resolved and confirm satisfaction with the support provided
• Maintain up-to-date knowledge of products, services, and technical troubleshooting procedures through continuous learning and training
• Meet or exceed key performance indicators including call handling time, first-contact resolution rate, and customer satisfaction scores
• Contribute to the development of technical documentation and support resources that assist other team members and customers

What we're looking for

• Proven experience in a technical support or customer service role, ideally within a call centre environment
• Strong technical aptitude with the ability to quickly learn software, hardware, and troubleshooting methodologies
• Excellent verbal communication skills, with the ability to explain complex technical concepts in clear, simple terms to non-technical users
• Patient and empathetic approach to problem-solving, remaining calm and professional when handling frustrated customers
• Strong organisational and time management skills, capable of managing multiple customer issues simultaneously
• Proficiency with computer systems, operating systems, and basic networking concepts
• Ability to work effectively within a team whilst also demonstrating self-motivation and independence
• Attention to detail and commitment to accurate documentation and record-keeping
• Flexibility to work shifts as required by the business, including potential evening or weekend availability
• A high school diploma or equivalent qualification; technical certification or tertiary education in IT is preferred but not essential

What we offer

At Magellan Solutions Outsourcing Inc., we are committed to providing a supportive and rewarding work environment. We offer competitive remuneration, comprehensive training programmes to develop your technical and soft skills, and clear pathways for career progression within our organisation. Our team benefits from a collaborative culture where your contributions are recognised and valued. We also provide access to health and wellness initiatives, flexible scheduling options where possible, and ongoing professional development opportunities to help you advance your career in the customer support industry.

About us

Magellan Solutions Outsourcing Inc. is a leading provider of comprehensive business process outsourcing and customer support solutions. With a commitment to delivering exceptional service quality and customer satisfaction, we partner with leading global brands to provide technical support, customer service, and business process management solutions. Our success is built on the expertise and dedication of our talented team members who are passionate about delivering outstanding service to our clients and their customers. We pride ourselves on fostering an inclusive workplace where innovation, teamwork, and professional growth are celebrated and encouraged.

Apply now

If you are interested in joining our team as a Technical Support Representative and have the skills and experience we are seeking, we would love to hear from you. Please submit your CV and a brief cover letter outlining your relevant experience and why you believe you would be an excellent fit for this role.