Technical Support Representative

1 week ago

Davao del Sur Philippines OfficePartners, 360 Inc. Full time

We are looking for a Technical Support Representative to provide assistance to customers using our e-commerce platforms. In this role, you will help customers via phone, email, and chat, ensuring smooth and trouble-free use of our online ordering systems and services.

You will serve as the first point of contact for technical issues, helping to identify, troubleshoot, and resolve user problems. If an issue cannot be resolved, you will escalate it to the appropriate team while keeping clear records of all interactions. You will also support internal teams (sales, marketing, developers, and service desk) by acting as a liaison to address customer concerns.

This position requires strong communication skills, problem-solving abilities, and a customer-first mindset.

Key Responsibilities

  • Handle calls, emails, and chats from customers experiencing technical difficulties.

  • Provide Level 1 troubleshooting for e-commerce platforms, software, and mobile applications.

  • Log all incidents and customer interactions into ServiceNow ITSM or Salesforce CRM.

  • Escalate unresolved issues to the appropriate technical teams.

  • Assist customers and sales teams with system navigation, software setup, and mobile app usage.

  • Provide instructions to users on features, functions, and troubleshooting steps.

  • Install e-commerce software and upgrades remotely using Remote Desktop tools.

  • Ensure a seamless and positive customer experience with e-commerce platforms.

Qualifications

  • Experience in technical support or customer service (voice, email, and/or chat).

  • Strong troubleshooting and problem-solving skills.

  • Familiarity with e-commerce systems and remote desktop tools preferred.

  • Good written and verbal communication skills.

  • Ability to multitask and manage multiple tickets in a fast-paced environment.

  • Knowledge of ServiceNow ITSM or Salesforce CRM is an advantage.

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