Technical Support Representative

7 days ago

Pasig, Philippines FPS Innovation Labs Full time

Technical Support Representative Location: Manila, Philippines. Join us as a Technical Support Representative Use your empathy and problem‑solving skills to address customer needs, build rapport, and deliver exceptional service. Make a difference today About FPS Full Potential Solutions (FPS) is a performance‑based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogotá, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. Core Values Integrity – Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect. Excellence – Deliver exceptional client results, reward and recognize performance, and relentless pursuit of improvement. Accountability – Act like an owner, take pride in our work, measure results (your own and our clients), be passionate. Grace – Respect and appreciate differences, care for one another, humility, make work personal. Duties and Responsibilities Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport. Identify customer concerns through phone, including but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. Educate customers on support options and steps being taken to resolve the issue. Provide first‑call resolution with confidentiality, set expectations while utilizing available resources. Managing, installing, uninstalling application programs and software. Experience with devices: PC/Apple Mac, smartphones, digital music players, tablets. Understand internet concepts: navigation, security (SSL), managing usernames/passwords, search engines. Email application functionality: access, organize email, maintain folders, manage attachments and downloads. Qualifications Soft Skills Excellent English communication skills. Advanced problem‑solving skills and effective communication with customers and workgroups. Ability to handle difficult technical situations, set expectations and deliver information positively. Demonstrates strong business acumen and high level of professionalism. Ability to multi‑task, organized, and work under pressure in a positive culture. Willingness to work in a shifting schedule – availability for evening, night, weekend, and holiday shifts. Technical Skills Knowledge of computer technology and operating systems (LAN/WAN, PC, router, switch). Hardware and software troubleshooting skills. Familiarity with software installation. Experience, Education, Age Solid 1 year of technical support and 1 year customer service experience, preferably intermediate to advanced in troubleshooting in a call center. Technical support experience in a telco program is a plus. Familiarity with B2B interactions is an advantage. Completed senior high school or equivalent; IT related course is a plus. Legal age of employment; at least 18 years old. Contact Department Operations – Role Agent Locations Manila, Philippines Contact FOX Talent Acquisition #J-18808-Ljbffr

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