Technical Support Representative

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Technical Support Representative Program

NexGen PH Site: Onsite – Ortigas Center, Pasig City

Reporting to: Team Lead / Operations Manager

We are an award-winning global outsourcer providing contact center and back‑office services on behalf of our global clients. As a Technical Support Representative, you will play a vital role in delivering excellent customer experiences by resolving technical concerns, supporting product‑related inquiries, and helping drive customer satisfaction and business success.

Tasks and Function

• Answer inbound calls from customers and prospective customers with questions or concerns related to consumer electronics.
• Provide accurate product and technical support while delivering excellent customer service and proper phone etiquette.
• Perform troubleshooting for technical issues involving consumer electronics products.
• Handle warranty‑related concerns and general product inquiries.
• Identify priority concerns and elevate issues to the next level of support when appropriate.
• Gather complete customer information, document concerns, and record actions taken in Oracle and other internal systems.
• Utilize the knowledge base and available tools to access product, troubleshooting, and policy information needed for issue resolution.
• Support upselling opportunities where applicable while maintaining a customer‑first approach.
• Continuously learn and adapt to new technologies in the consumer electronics market, with focus on audio and video products.
• Maintain professionalism, punctuality, accountability, and a strong sense of ownership in every customer interaction.
• Perform other duties and responsibilities that may be assigned from time to time.

Required Skills: (Must Have)

• At least 2 years of technical inbound call center experience, or equivalent relevant work experience.
• Strong customer service orientation with keen attention to detail.
• Good oral and written English communication skills.
• Strong problem‑solving and critical‑thinking skills.
• Good judgment and ability to make decisions independently with minimal supervision.
• Strong active listening and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Willingness to work on weekends and shifting schedules.
• Proficiency in Windows‑based computer systems.
• Ability to interact with customers professionally and courteously.
• Positive attitude, adaptability, and willingness to learn new workflows and tools.
• Strong performance mindset with focus on customer satisfaction, quality, and KPI achievement.

Preferred Skills: (Nice to Have)

• Knowledge of Bluetooth, Wi‑Fi, apps, casting/beaming technology, and home audio systems.
• Experience supporting consumer electronics, especially audio and video products.
• MAC experience.
• Background as a CSAT champion, top performer, or high‑performing technical support representative.
• Demonstrated initiative in self‑development and continuous learning.

Selling Points / Benefits

• Opportunity to support a highly engaging consumer electronics account.
• Exposure to the latest audio, video, and smart connectivity technologies.
• Strong development opportunity for candidates with technical support experience.
• Dynamic environment for team members who enjoy troubleshooting and customer interaction.

Required Tools / System

• Oracle
• Knowledge Base System
• Windows‑based computer systems

What Success Looks Like

• High customer satisfaction scores.
• Excellent customer feedback.
• Consistent achievement of KPIs and performance targets.
• Accurate documentation and efficient issue resolution.
• Strong adherence to quality, attendance, and productivity expectations.

What We Value

• Curious and Clever - Investigate issues thoroughly and identify the best resolution.
• Entrepreneurial Energy - Take ownership of customer concerns and follow through on solutions.
• Fast with Intent - Meet service levels without sacrificing quality and accuracy.
• Laugh and Learn - Stay coachable, continuously improve, and contribute positively to the team.

Join the A-Team and experience the A-Life

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back‑office functions fo