Technology Support Agent

1 day ago

Taguig, National Capital Region, Philippines Pontoon Solutions Full time ₱40,000 - ₱60,000 per year

About the role

The Technology Support Agent is responsible for delivering best-in-class technical support by handling inbound calls and resolving support tickets via Salesforce. You will support internal teams and external users by providing efficient, professional, and timely technical assistance. This is a fast-paced position that requires strong communication skills, adaptability, and a problem-solving mindset to support evolving technology tools such as Vendor Management Systems (VMS) and internal Managed Service Provider (MSP) solutions.

What you'll be doing

  • Responds to inbound support inquiries via phone and Salesforce ticketing systems
  • Troubleshoots and resolves issues related to VMS platforms and internal MSP tools using provided SOPs, knowledge bases, and diagnostic guidelines
  • Accurately documents all interactions, troubleshooting steps, and resolutions in Salesforce
  • Maintains high-quality written communication that is clear, concise, and grammatically correct
  • Proactively resolves technical issues or escalates complex cases using defined protocols
  • Manages integration error handling and routing to appropriate support teams as needed
  • Rotates across multiple technical support areas as platforms and client needs evolve
  • Adapts quickly to new tools, processes, and technologies introduced within the environment
  • Contributes to and maintains internal support documentation, including FAQs, SOPs, and process improvement guides
  • Shares insights and suggestions for process and service enhancements
  • Collaborate with internal Technology Support teams and cross-functional departments on special projects and shared initiatives
  • Maintains professionalism and service excellence in every user interaction.
  • Adheres to company policies regarding confidentiality, data protection, and quality standards
  • Maintains knowledge of VMS workflows and dependencies to support accurate troubleshooting and escalation
  • Uses internal technologies (e.g., Outlook, Microsoft Word, Teams, and CRM tools) to perform job functions
  • Participates in continuous improvement initiatives by identifying process enhancements and support gaps.
  • Supports project work and contribute to team-wide documentation and resource development
  • Participates in special projects and performs other duties as assigned

About you

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • 2- 4 years of experience in a technical support or service desk role
  • Proficiency in ticketing systems (preferably Salesforce) and Microsoft Office tools
  • Strong verbal and written communication skills with an emphasis on clarity, grammar, and professional tone.
  • Ability to troubleshoot application issues and provide clear technical guidance to non-technical users
  • A flexible and adaptive mindset with a willingness to learn new tools and processes
  • Experience with
    VMS and/or ATS
    (i.e. SAP Fieldglass, Beeline, VNDLY, Simplify, Flextrack, etc) is
    a MUST
  • Experience working in a support environment using defined SLAs and performance metrics

KNOWLEDGE, SKILLS & ABILITIES:

  • Strong attention to detail and excellent organizational skills
  • Agile to work shift/regional coverage
  • Familiarity with
    Vendor Management Systems (VMS) and workforce solutions tools
  • Exposure to knowledge base management or documentation creation
  • Knowledge of service desk protocols
  • Proficiency in Microsoft Office Suite and basic reporting tools

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