Technical Support Representative - TECH SUPPORT (DAVAO)

About the role

We are looking for a Technical Support Representative who can provide customer assistance for technical concerns involving computers, devices, applications, connectivity, and related services. The position combines customer service with hands-on technical problem-solving, requiring the ability to understand an issue, identify its possible cause, and guide the customer through the appropriate solution. The ideal candidate is comfortable working with technology, can explain technical instructions in simple terms, and remains professional when handling complex or challenging customer concerns.

Key responsibilities

• Provide technical assistance to customers through phone and other available support channels.
• Ask relevant questions and gather information to properly assess the customer's technical concern.
• Diagnose and troubleshoot common issues involving computers, devices, applications, internet connectivity, and system functions.
• Provide step-by-step instructions for basic technical solutions, configurations, installations, and device setup.
• Assist customers with software installation, updates, configuration, and removal.
• Help customers identify basic hardware or connectivity-related concerns and determine the appropriate next steps.
• Use available technical resources, knowledge bases, and online references when researching solutions.
• Explain technical processes and recommended actions in a manner that is easy for customers to understand.
• Work toward resolving concerns during the initial interaction whenever possible.
• Properly document troubleshooting performed, solutions provided, and any required follow-up.

About you

• At least 1–2 years of experience in Technical Support, Help Desk, IT Support, or Technical Customer Service.
• Experience in a BPO or contact center environment is preferred.
• Technical Support experience in a Telco account is required.
• Background in troubleshooting internet, cable, telephone, broadband, or VoIP services is an advantage.
• Familiarity with computer hardware, operating systems, applications, and basic networking.
• Strong English communication skills, both verbal and written.
• Able to translate technical information into simple and understandable instructions.
• Strong analytical and troubleshooting abilities.
• Customer-focused and capable of handling difficult technical conversations professionally.
• Good multitasking and organizational skills.