Remote Technical Support Representative

Summary

Join our team as a Technical Support Representative to provide hands-on technical troubleshooting and best practice guidance in a fast-paced customer support environment. Ideal candidate has 2+ years of technical support experience, is adaptable, metrics-driven, and has strong conflict resolution skills.

Requirements

• 2+ years of technical support experience
• Experience in providing technical support: installing and uninstalling apps from phones and computers
• General knowledge of how web-based and mobile apps work
• Passion for creating exceptional customer experiences
• Ability to thrive in a dynamic and evolving environment – must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Native or near-native written and spoken English
• Ability to properly understand and convey tone via written communications
• Creative problem-solving skills
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision

Responsibilities

• Provides hands-on technical troubleshooting
• Explains features and provides best practice guidance
• Installs, modifies, and makes minor repairs to computer hardware and software systems
• Resolves tickets representing staff-generated technical requests or problems
• Troubleshoots technical and process issues to maintain productivity
• Maintains system functionality by testing computer components
• Helps design and implement networks
• Consults with users to determine appropriate hardware and software needs
• Maximizes computer systems capabilities by studying technical applications
• Tests compatibility of new programs with existing ones
• Gathers data to identify and evaluate technical purchasing options
• Confirms program objectives and specifications by testing new programs
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs
• Installs software and necessary applications for workflow
• Trains users on new software in person or through a variety of tutorial channels
• Maintains system capability by testing computer components
• Carries out software, network, and database performance tuning
• Documents hardware and software updates
• Keeps up to date on technical advancements
• Prepares reference material for users

Preferred Qualifications

• Supports the team by executing initiatives and collaborating on projects
• Takes initiative and identifies areas of opportunity that you can contribute to help the team as it grows
• Acquires valuable customer insights and shares them with the rest of the team to improve the education and experience to create customers for life

Benefits

• Flexible work schedule
• SSS (Philippine Social Security System)
• Philhealth (Philippine Health Insurance Corporation)
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave