T1 Technical Support Agent

A career with EROAD offers the unique opportunity to work in a fast-growing organisation at the forefront of in-vehicle technology, enhancing road safety, improving productivity, and reducing environmental impact.

EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.

About the Role

As a Tier 1 Technical Support Agent, you will be the first point of contact for customA career with EROAD offers the unique opportunity to work in a fast-growing organisation at the forefront of in-vehicle technology, enhancing road safety, improving productivity, and reducing environmental impact.

EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.

What We're Looking For

Are you passionate about technology and providing excellent customer service?

We are seeking a Tier 1 Technical Support Agent to join our dynamic Technical Support Team in Manila. This role is ideal for someone with a background in IT, Electronics, or Engineering who enjoys troubleshooting, problem-solving, and delivering technical assistance to customers and partners across multiple regions.

As part of a global business, you will play an essential role in ensuring our customers receive timely, accurate, and professional support for our telematics and fleet management solutions.

About the Role

As a Tier 1 Technical Support Agent, you will be the first point of contact for customers, installers, and dealers—providing expert assistance on GPS tracking devices, vehicle telematics systems, and cloud-based fleet platforms.

You will diagnose and resolve technical issues, ensure accurate documentation, and collaborate with internal teams to maintain a seamless support experience.

This position offers a great opportunity to build your technical expertise while supporting innovative solutions that help fleets operate safely and efficiently.

Your key responsibilities include:

• Providing first-level technical support for telematics products, including GPS tracking devices, sensors, and software applications.
• Responding to customer inquiries through phone, email, or chat, ensuring professional and timely communication.
• Troubleshooting connectivity, configuration, and data-reporting issues using diagnostic tools and available resources.
• Logging all support cases and maintaining detailed records of issues and resolutions.
• Escalating complex issues to Tier 2 Support with comprehensive notes and relevant context.
• Assisting customers with device setup, configuration, and product training.
• Staying current with product updates, new features, and system changes.
• Collaborating with Engineering, Product, and Customer Care teams to address recurring or critical issues.

Skills and Experience

• Bachelor's degree or equivalent experience in Information Technology, Electronics, Engineering, or other Technology-related fields.
• Minimum of one (1) year of experience in a technical support or customer service role, preferably within the telematics, GPS, IoT, or SaaS industry.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and interpersonal abilities, with a strong focus on customer satisfaction.
• Familiarity with networking principles, GPS technology, and cloud-based systems is an advantage.
• Willingness to work on a rotating schedule, including weekends.

Why You'll Love Working at EROAD

EROAD is a true Kiwi success story in the technology sector. Publicly listed since 2012, we are represented on the NZX and ASX, and continue to expand across New Zealand, Australia, the Philippines, and the USA.

At EROAD, we value diversity and inclusion, and we're proud to be a multicultural organisation with team members from all over the world. We invest in our people through medical insurance coverage, unlimited sick leave, recognition programs, and employee assistance offerings.

We foster a strong sense of community and belonging through a supportive, collaborative work environment. Our hybrid work model provides flexibility while maintaining connection across teams.

Join EROAD and be part of a company in growth mode — where your skills, passion, and professionalism will make a meaningful impact on how the world moves.

We look forward to hearing from you.