Technical Support Representative

Technical Support Representative UnifyCX, Quezon City, National Capital Region, Philippines Job Summary: The B2B Technical Service Agent will assist our business customers with technical issues related to our products or services. Expertise in troubleshooting, problem‑solving, and clear communication are essential to deliver exceptional technical support and ensure customer satisfaction and issue resolution. The role also drives service‑to‑sales outcomes by presenting new solutions when applicable. Key Responsibilities Technical Support: Respond to business customer technical inquiries that may be causing significant business disruption and loss of revenue. Provide assistance through phone, e‑mail, and chat to diagnose and resolve issues efficiently. Issue Analysis: Gather detailed information and approach resolution with tenacity and urgency, taking an owner’s mindset to ensure the business is fully operational at call conclusion. Troubleshooting: Guide customers through step‑by‑step troubleshooting processes to identify and resolve technical problems, offering clear instructions adjusted to the customer’s technical proficiency. One‑Call Resolution: Utilize remote access tools to diagnose and resolve complex technical issues, minimizing disruption to the customer’s workflow. Enhance Customer Experience: Recommend additional products or services, such as speed tier upgrades, Optimum Mobile, Fiber, and other Optimum solutions, supporting Service‑to‑Sales initiatives. Continued Education: Learn through provided training (digital & instructor‑led) and peer‑to‑peer engagement to progress from lower‑ to higher‑complexity customer needs, continually developing soft skills for greater empathy and satisfaction. Product Knowledge: Embrace training and self‑study to deepen knowledge and improve customer outcomes. Documentation: Record customer interactions, issues, and solutions accurately in the ticketing system and maintain a knowledge base of common problems and solutions. Escalation: Follow the specified escalation process for immediate customer resolution. Customer Education: Educate customers on best practices, software updates, and preventive measures to avoid future issues and repeat calls. Quality Assurance: Adhere to all Quality Assurance specifications and maintain a high adherence level. Qualifications High School diploma or equivalent; some college preferred. IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) or IT hobbyist experience are a plus. 3 years of contact center experience (preferably telecom or technology support) and at least 2 years working with business customers. Above‑average technical aptitude with proven experience in support, help desk, or related roles. Strong interest in troubleshooting hardware, software, and networking issues. Excellent problem‑solving and analytical skills. Effective in positioning new products and meeting Service‑to‑Sales goals. Familiarity with remote desktop tools and software. Outstanding written and verbal communication skills. Ability to explain technical concepts to non‑technical users. Demonstrated empathy and active listening skills. Strong organizational skills and attention to detail. Ability to work independently and collaboratively in a fast‑paced environment. Flexibility to work shifts, including evenings, weekends, and holidays. Excellent English communication skills and understanding of U.S. geography and culture (C1 level). Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries: Business Consulting and Services #J-18808-Ljbffr