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Technical Support Representative

P

Polaris

40 - 45K PHP
Full-time
OfficePartners360 (Davao CIty). Diamond Tower, Damosa IT Park, 9th Floor, Damosa, J.P. Laurel Ave, Lanang, Davao City, 8000 Davao del Sur, Philippines
Technical SupportTechnical SalesCommunication SkillsProblem-Solving SkillsWeb3.jsCustomer Relationship Management (CRM)

Job Title: Technical Support Representative

  1. Position Summary

A Technical Support Representative is the frontline contact for customers (or internal users), helping them troubleshoot hardware and software issues.

You’ll guide users through solutions and ensure a top-tier experience via phone, email, chat, remote support tools, or in person

  1. Ket Responsibilities
  • Customer Interaction & Issue Resolution
  • Greet and assist customers via phone, email, and chat with technical issues betterteam.com+2shrm.org+2en.wikipedia.org+2himalayas.app.
  • Troubleshoot and diagnose hardware, software, and network/connectivity problems betterteam.com.
  • Walk users through step-by-step solutions and verify issue resolution
  • Escalate complex issues to senior support or other departments when necessary
  • Documentation & Ticketing
  • Record and track interactions, issues, and actions in ticketing/CRM systems
  • Follow customer service scripts and standards to maintain consistency
  • Maintain follow-up communication to ensure satisfaction ****
  • Contribute to knowledge base, guides, and technical documentation
  • Collaboration & Escalation
  • Partner with product, QA, or development teams to report trends, feedback, or recurring issues
  • Escalate tickets correctly based on urgency and complexity
  • Upselling Opportunities (Optional)
  • Where relevant, identify opportunities to cross-sell or upsell services or features that solve customer needs corporatetools.com.
  • Continuous Learning
  • Stay current with product updates and industry best practices .
  • Attend training sessions or workshops to enhance both technical and customer service skills .

Qualification

  • Basic Qualifications + At least 1-2 years technical support experience preferred (inside or outside BPO) + At least 1 year BPO experience preferred
  • Up to 42k salary Package + 30k joining bonus

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