Technical Support Representative

Job Title: Technical Support Representative (TSR)

Job Summary

We are seeking Technical Support Representatives to assist customers with troubleshooting technical issues related to products, software, hardware, internet connectivity, and other technical services. The ideal candidate should possess strong analytical skills, technical aptitude, and excellent customer service abilities.

Key Responsibilities

• Provide technical assistance to customers through phone, email, or chat.
• Diagnose and troubleshoot hardware, software, network, and connectivity issues.
• Guide customers through step-by-step troubleshooting and issue resolution.
• Assist with product installation, configuration, account setup, and basic maintenance.
• Document technical issues, troubleshooting steps, and resolutions in the ticketing system.
• Escalate unresolved or complex technical concerns to higher-level support teams.
• Educate customers on product features, technical procedures, and preventive measures.
• Meet performance targets related to resolution time, quality, and customer satisfaction.
• Maintain updated knowledge of products, systems, and troubleshooting procedures.

Qualifications

• At least a Senior High School graduate or equivalent.
• Previous technical support, IT helpdesk, or BPO experience is an advantage but not required.
• Basic understanding of computer hardware, software, operating systems, and networking concepts.
• Familiarity with internet connectivity troubleshooting and common technical issues.
• Excellent verbal and written English communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to explain technical concepts clearly to non-technical customers.
• Willingness to work shifting schedules, weekends, and holidays.
• Fresh graduates and career shifters with strong technical aptitude are encouraged to apply.

Pay: Php26,000.00 - Php32,000.00 per month

Work Location: In person