Technical Support Representative

5 hours ago

Ortigas, Philippines iSWerk Full time ₱600,000 - ₱720,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Technical Support Representative to handle player inquiries, troubleshoot technical issues, resolve account concerns, and provide exceptional support through Zendesk. You'll assist a primarily older, non-technical audience with empathy and clarity while managing tickets, escalating issues, and supporting gameplay-related questions. If you excel in tech-facing customer service and enjoy helping players, this role is for you.

You will provide the best service to our partner brands by performing these tasks:

  • Manage and resolve customer tickets through Zendesk (email and form submissions).
  • Support a predominantly older, gender demographic with patience, clarity, and empathy.
  • Handle password resets, billing concerns, technical issues, and gameplay questions.
  • Troubleshoot software and guide customers through installation or reinstallation.
  • Use internal tools such as refund generators, legacy platform tools, and password-reset utilities.
  • Document all interactions accurately and follow established workflows.
  • Escalate complex cases to senior support, QA, or engineering teams.
  • Identify recurring issues and recommend process or workflow improvements.
  • Maintain a friendly, professional, and player-first communication style.

Who are we looking for?

  • Bachelor's degree in any field (or equivalent experience).
  • 3+ years of customer service experience (preferably gaming, tech support, or online platforms).
  • Strong written English communication skills.
  • Ability to communicate clearly with older or non-technical users.
  • Basic technical troubleshooting skills, including software installation/reinstallation guidance.
  • Familiarity with PC, Mac, and mobile device basics.
  • Experience using Zendesk or similar ticketing/CRM platforms.
  • Ability to follow workflows, manage ticket queues, and multitask in a fast-paced environment.
  • Understanding of billing/payment systems.
  • Familiarity with gaming environments (web games, downloadable PC games, mobile games).
  • Experience using internal tools such as refund generators, password-reset utilities, or legacy support tools.
  • Proficiency with Google Workspace or MS Office.
  • Strong problem-solving ability with a player-first mindset.
  • High empathy, patience, and professionalism when supporting older or less tech-savvy customers.

Company Perks:

  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

Job Types: Full-time, Permanent

Pay: Php50, Php60,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Gym membership
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Ability to commute/relocate:

  • Ortigas: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Technical Support Representative: 3 years (Required)
  • Gaming Account: 2 years (Required)

Work Location: In person

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