Technical Support Representative II (Onsite - Quezon City)

Work Setup: Onsite at The Sanctum, SM-North EDSA, QC

Start Date: September 21, 2026

Type of Contract: Full-Time

**Job Summary:**The Technical Support Representative IIis responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

What does a day in the life of a Technical Support Representative II look like?

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KP’s
• Perform other duties as assigned

What are the required qualifications of a Technical Support Representative II?

• Minimum of 2 years of experience in technical support, preferably in a call center environment
• Previous experience troubleshooting smart locks, IoT devices, or similar connected hardware.
• Ability to exercise technical judgment to determine whether reported issues are related to the product or external factors
• Strong communication skills, both verbal and written
• Communication Expectations: Communicates in a firm, direct, and assertive manner while maintaining empathy and professionalism
• Advanced technical troubleshooting knowledge in hardware, software, and/or systems
• Critical thinking skills
• Proficiency in using computer applications and software
• Experience using a CRM preferred

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO coverage starting on Day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space with a free lunch provided daily for onsite employees
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/t-EbHT\_-vUmdcxT\_nG1pe