Technical Support Representative

About the role

I.T. EASY Software Solutions Inc. is seeking a Technical Support Representative (TSR) to serve as the primary frontline contact for web-based medical laboratory information and automation systems. Operating within a mission-critical healthcare environment, you will handle client service requests, perform initial troubleshooting, and coordinate closely with internal technical teams to ensure maximum system uptime and strict SLA compliance.

Key responsibilities

• Receive, log, and respond to technical issues across phone, email, and ticketing platforms within established response times
• Accurately log, categorize, and track incidents in CRM, ensuring all entries meet audit-readiness standards
• Perform basic troubleshooting using standard operating procedures (SOPs), and seamlessly escalate complex issues to Technical Support Engineers (TSEs)
• Maintain absolute confidentiality and safeguard sensitive client and patient-related healthcare data in accordance with information security policies

About you

• Previous experience in a technical support, helpdesk, or customer support role—ideally within an IT, software, or healthcare environment
• Ability to navigate web-based systems, use task management tools (like CRM), and perform structured troubleshooting
• Exceptional verbal and written communication skills for delivering professional, structured updates to medical clients
• Willing to work on-site in Quezon City only.