SuperStaff is hiring a
Technical Support Representative, Remote - Philippines

Summary

The job is for a Technical Support role in a POS solution provider for quick service restaurants. The candidate will monitor communication channels, troubleshoot hardware and software issues, stay updated on product changes, and be proactive in resolving tickets or contributing to team knowledge. They must be fluent in Thai and English, have 3+ years of experience as a Technical Support, reliable high-speed internet access, a quiet workspace for phone calls, strong critical thinking skills, and the ability to report technical issues clearly.

Requirements

• Must be fluent in Thai and English languages
• 3+ Years of experience as a Technical Support
• Reliable high speed internet access
• A quiet workspace with minimal background noise for conducting phone calls
• Strong critical thinking and problem analysis skills
• Ability to report technical issues, problem-solving steps taken, and proposed solutions or next steps in clear, organized English with proper punctuation

Responsibilities

• Monitor WeChat, Slack, and Intercom for inbounds via phone, email, & livechat
• Follow documented troubleshooting procedures to resolve hardware & software issues with customers while providing excellent customer service
• Follow documented escalation procedures when resolutions do not work
• Read all posts in various assigned Slack channels & Notion documents daily to stay up to date on the latest changes in product, troubleshooting, and other developments
• Search for ways to contribute - when new tickets are not coming in, be proactive in helping resolve existing tickets, knowledge sharing with teammates, or adding relevant and useful details to ongoing conversations

Preferred Qualifications

• Curious and proactive
• Willing to join conversations to provide context or propose answers

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• WORK FROM HOME
• 100,000-110,000 monthly salary