Technical Support Representative

3 weeks ago

Davao City, Philippines OnseSource Global Full time

Key Responsibilities:
● Provide onsite technical support for software, hardware, and basic networking issues
within a fintech environment.
● Actively listen to users, identify root causes, and offer clear, specific solutions.
● Communicate technical information in a simple, easy-to-understand way across different
channels (call, chat, email).
● Use internal resources and documentation effectively for troubleshooting and user
guidance.
● Think critically and creatively when standard fixes don’t resolve the issue; escalate when
needed.
● Accurately document all interactions, troubleshooting steps, and outcomes, especially
when working on system transactions or account-related activities.
● Stay current with updates, tools, and support procedures to ensure efficient and modern
tech service delivery.
● Collaborate with cross-functional teams to resolve technical issues and improve the end-
user experience.

Qualifications:
● Minimum 3 years of technical support experience.
● Strong technical troubleshooting skills with experience resolving complex application or
user-facing technical issues across various tools and platforms.
● Excellent communication skills—clear, direct, and user-friendly.
● High attention to detail and accuracy, especially in documentation and working with
financial tech systems.
● Fast learner with a proactive attitude toward continuous improvement and technology
updates.
● Ability to work both independently and within a team environment.

Preferred (Not Required):
● Familiarity with fintech platforms or enterprise support environments.
● Experience with ticketing systems.

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