Technical Support Representative

3 weeks ago

Cebu City, Philippines Helpware Full time

Position Summary:

As a Technical Support Representative, you will be responsible for providing technical support to customers while overseeing and coordinating the technical operations within the customer service team. This role ensures the successful execution of projects and maintenance activities.

Role and Responsibilities:
-Ticket Management:
-Manage and prioritize incoming support tickets from schools.
-Ensure timely and accurate responses to resolve issues efficiently.

Troubleshooting & Issue Resolution:
-Diagnose and troubleshoot connectivity, configuration, and software-related issues.
-Provide guidance and technical solutions to ensure optimal system performance.
-Utilize logs and monitoring tools to identify root causes and implement long-term fixes.

SQL Database Support:
-Monitor and troubleshoot issues related to MSSQL databases.
-Ensure database performance and integrity and support the syncing of data between local systems and cloud-based platforms.

Coordination with Schools:
-Arrange and conduct dial-in support sessions when hands-on assistance is needed.
-Collaborate with school technical staff to ensure efficient troubleshooting and resolution of issues.

System Support & Maintenance:

-Ensure that local MessageYou systems are functioning properly and syncing with our cloud-basedplatforms, including MessageCentre.
-Monitor database connections (MSSQL) and other integrated systems for performance and integrity.

Documentation & Reporting:
-Document common issues and their resolutions for internal knowledge sharing.
-Provide detailed feedback on recurring issues and offer suggestions for system improvements.

Collaboration:
-Work closely with the engineering and product teams to escalate and resolve complex technical problems.
-Coordinate with schools to gather feedback and improve the overall user experience.

Qualifications:
-Must be able to work full time, 40 hrs per week
-Able to work on the ff. schedule: 8 am EST-5 PM PST Monday-Friday
-Excellent English communication skills both verbal and written
-Can work independently and in a team.

Experience:
-3+ years in a technical support or IT troubleshooting role.
-Experience managing support tickets and providing excellent customer service.
-Knowledge of SQL, with experience working with MSSQL databases.
-Familiarity with connectivity, configuration, and system integration issues.

Technical Skills:
-Proficiency in SQL and database management (MSSQL).
-Strong understanding of networking concepts and troubleshooting.
-Experience with remote desktop software and tools for conducting dial-in sessions.

Soft Skills:
-Strong communication and interpersonal skills for liaising with school staff and internal teams.
-Excellent problem-solving abilities and a proactive attitude towards resolving technical issues.

Other Requirements:
-Ability to work independently and manage multiple priorities.
-Strong organizational skills to document solutions and track support cases.

  • Technical Support Representative

    2 weeks ago

    Cebu City, Philippines Helpware Full time

    Technical Service Representative (Email and Chat)About UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by...

  • Technical Support Representatives

    2 weeks ago

    Cebu City, Philippines Dynamic Talent Solutions Full time

    Overview Technical Support Representative will be responsible for taking customer phone calls and responding to customer emails. This position will entail solving technical problems and providing the best possible customer service at the same time. Responsibilities Answer customer phone calls and respond promptly to emails regarding technical issues....

  • Technical Support Representatives

    4 weeks ago

    Cebu City, Philippines Helpware Inc. Full time

    Technical Service Representative (Email and Chat) About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by...

  • Technical Support Representative

    3 days ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱15,000 - ₱30,000 per year

    Technical Service Representative (Email and Chat)About UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by...

  • Technical Support Representative

    1 week ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱1,200,000 - ₱2,400,000 per year

    Technical Support RepresentativeAbout UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our...

  • Technical Support Representative

    3 weeks ago

    Cebu City, Philippines Eteam Workforce Private Corporation Full time

    URGENT HIRING!! Technical Support Representative VIRTUAL PROCESS ONLY Qualifications: - 2nd year college undergrad (No back subjects) - HS/SHS Graduates with 6 months BPO experience -College Graduate (No BPO experience needed) -Willing to work on holidays - Good Communication Skills - Can start ASAP - Can work under pressure - Amenable to work onsite...

  • Technical Support Representative

    2 weeks ago

    Cebu City, Philippines Eteam Workforce Private Corporation Full time

    URGENT HIRING!! Technical Support Representative VIRTUAL PROCESS ONLY Qualifications: - 2nd year college undergrad (No back subjects) - HS/SHS Graduates with 6 months BPO experience -College Graduate (No BPO experience needed) -Willing to work on holidays - Good Communication Skills - Can start ASAP - Can work under pressure - Amenable to work onsite...

  • Technical Support Representative

    1 week ago

    Cebu City, Philippines Dynamic Talent Solutions Full time

    Among the primary responsibilities of a Technical Support Representative involves receiving and making calls, address and troubleshoot issues raised by the client, assist when navigating through complicated applications, provide suggestions or recommendations, or elevate the problem to personnel with higher expertise when necessary. NO BPO experience College...

  • Technical Support Representative

    1 week ago

    Cebu City, Philippines Helpware Full time

    Technical Support Representative About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our...

  • Technical Support Representative

    1 week ago

    Makati City, National Capital Region, Philippines Payreto Full time ₱200,000 - ₱400,000 per year

    WHAT WE OFFERCompetitive Salary PackagesProfessional Development OpportunitiesHybrid Work SetupEquipment ProvidedDay 1 HMOLife Insurance15,000 PHP Signing BonusPOSITION OVERVIEWThe core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or...