Tier 1 Technical Support Agent

6 days ago

Manila, National Capital Region, Philippines Satori Full time ₱300,000 - ₱600,000 per year

Tier 1 Technical Support Agent


Location:
Manila; hybrid mode


Schedule:
40 hours per week (rostered Monday–Sunday)


Department:
Technical Support

About the Role

We're looking for a
Tier 1 Technical Support Agent
to join our growing Technical Support team in Manila.

In this role, you'll be the first point of contact for customers, installers, and dealers — helping diagnose and resolve technical issues related to GPS tracking, vehicle telematics, and cloud-based fleet management systems.

You'll deliver outstanding customer service while working with internal teams to ensure a smooth and efficient issue-resolution process.

What You'll Do

  • Provide
    first-level technical support
    for telematics products, including GPS tracking units, sensors, and software platforms.
  • Respond to customer inquiries
    via phone, email, or chat in a professional and timely manner.
  • Troubleshoot connectivity, configuration, and data-reporting issues using system tools.
  • Log all cases, track progress, and ensure accurate documentation of issues and resolutions.
  • Escalate complex cases
    to Tier 2 support with complete and detailed notes.
  • Deliver
    device setup and training assistance
    to new and existing customers.
  • Stay current with
    system updates and feature changes
    to provide accurate guidance.
  • Collaborate with internal teams (Engineering, Product, Customer Care) to resolve recurring or critical issues.

What We're Looking For

  • Bachelor's degree or relevant experience in
    IT, Electronics, Engineering
    , and other Technology related industries.
  • At least
    1 year of experience
    in a
    technical support or customer service
    role (preferably in telematics, GPS, IoT, or SaaS).
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer-handling abilities.
  • Familiarity with
    networking, GPS technology, and cloud platforms
    is an advantage.
  • Willingness to work on a rotating schedule, including weekends.

You'll Thrive Here If You Are:

  • Analytical and detail-oriented
  • Customer-focused and empathetic
  • Technically curious and eager to learn
  • A strong team player who values collaboration
  • Adaptable and calm under pressure

Why Join Us

  • Work with cutting-edge
    fleet and telematics technology
  • Supportive and collaborative team culture
  • Continuous learning opportunities
  • Exposure to a fast-growing global industry

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