Technology Support Specialist

Job Title: Technology Support Specialist

Work Arrangement: Remote

 Location: Philippines

 Employment Type: Full-time

 Salary: PHP 38,000 – 50,000

 Work Shift: Night Shift

About the Role:

The Technology Support Specialist provides customer-facing technical assistance for various software and hardware platforms integrated with laundry equipment. This role supports installation, troubleshooting, user education, and documentation, while working closely with engineering teams to resolve product issues and enhance user experience. The ideal candidate has strong technical aptitude, experience in SaaS/product support, and the ability to communicate clearly with both technical and non-technical users.

Key Responsibilities:

● Become a subject-matter expert on hardware/software offerings and their interaction with laundry equipment.

 ● Assist customers and end users across multiple channels (calls, chat, email) with installation, operation, and troubleshooting.

 ● Provide feedback to engineering regarding product issues, user pain points, and improvement opportunities.

 ● Act as the main liaison between users and engineering teams regarding product function and usage.

 ● Create and maintain user-facing guides, knowledge articles, FAQs, and internal documentation.

 ● Identify recurring issues and propose process or product improvements to reduce future support volume.

 ● Meet or exceed contact center metrics such as FCR, response times, handle time, and CSAT.

 ● Manage tickets effectively, ensuring proper escalation and ownership practices.

 ● Perform other duties as assigned.

Qualifications:

Education:

● High school diploma required.

 ● Bachelor’s degree in a technical field preferred.

 ● Associate’s degree + 2 years related experience may be considered.

Experience:

● 4 years of related technical support experience preferred.

 ● 1–2 years in SaaS or product support is a strong plus.

 ● Experience handling Tier 1 and Tier 2 support.

 ● Background in contact center support (calls, chat, email).

 ● Experience with contact-center tools (Genesys Cloud, Five9, Avaya).

 ● Experience with incident/ticketing systems (Zendesk, ServiceNow, Freshdesk).

 ● ITIL experience is a plus.

Skills & Abilities:

● General understanding of software systems and computer science concepts.

 ● Ability to translate technical details into clear, user-friendly explanations.

 ● Strong communication, documentation, and interpersonal skills.

● Excellent organization and time-management; able to handle multiple tickets and SLAs.

 ● Strong customer service orientation.

 ● Fast learner when exploring new software, systems, and tools.

● Wireless & IoT networking knowledge is an advantage (Wi-Fi standards, SSID/security, BLE, Zigbee, Z-Wave, device provisioning, connectivity troubleshooting, etc.).

Work Schedule:

● Two schedule patterns: Sunday–Thursday or Tuesday–Saturday.

 ● May require occasional holidays/weekends.

Work Arrangement:

● 100% Remote

 ● Must have reliable high-speed internet and a quiet workspace.

Travel:

● Minimal; less than 10%.

Physical Requirements:

● Prolonged sitting, occasional standing/bending, and light lifting as needed.