Technical Support Representative

4 weeks ago

Angeles, Philippines SuperStaff Full time

We are seeking a dedicated Technical Support Representative to provide world-class support for our global customers. You will be the front line of communication for clients experiencing technical difficulties, ensuring swift resolution of issues through calls, emails, and remote sessions. This role requires a proactive problem-solver with strong communication skills and a commitment to exceptional service.


Key Responsibilities

  • Customer Support (Phone & Email):
  • Respond to technical inquiries from global customers via phone and email, ensuring accurate and timely communication.
  • Issue Triage:
  • Handle and resolve C-level technical issues independently when possible; escalate more critical (B, A, S-level) or unresolved issues to the client’s Headquarters with proper documentation.
  • Remote Troubleshooting:
  • Conduct remote desktop sessions with clients to assist with software re- installations and other hands-on troubleshooting steps.
  • Technical Documentation:
  • Collect and organize necessary data related to incidents, including system logs, error reports, and reproduction steps. Maintain detailed case notes for each ticket.
  • Flag and forward urgent issues to the HQ team with all necessary context for resolution.
  • Shift Handover & Knowledge Sharing:
  • Ensure smooth transitions between shifts with proper documentation and updates. Contribute to internal knowledge base development.
Requirements
  • Proven experience in a technical support, IT help desk, or customer support role in a global environment
  • Strong understanding of software installation, basic networking, and remote access tools
  • Comfortable working rotating shifts, including weekends and holidays (24/7 coverage required)
  • Excellent English communication skills (spoken and written)
  • Strong documentation and organizational skills
  • Ability to multitask in a fast-paced support environment

Preferred Skills

  • Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk)
  • Previous exposure to global technical support operations
  • Ability to remain calm and professional under pressure
  • Prior experience working with clients in media, entertainment, or hardware/software Integration industries is a bonus
  • HMO with 1 free dependent upon hire
  • Life Insurance
  • 20 PTO credits annually
  • VL and SL cash conversion
  • Night Differential
  • Annual Performance-Based Merit Increases and Employee Recognition
  • Great Company Culture
  • Career Growth and Learning
  • A laptop will be provided by the company
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