Student Support Technical Representative

Position Type: Full-time

Location: Philippines (Remote)

Schedule: 8AM-4PM PST

About the CompanyOur client is a leading online music education platform, specializing in drum lessons and music instruction. They are committed to delivering high-quality content to musicians of all skill levels and offer an engaging learning experience for drummers. Their platform is designed to provide students with the tools and knowledge they need to improve their musical abilities at their own pace.About the Role

As a Student Tech Support Representative, you'll be the first point of contact for students

encountering technical issues. Your primary responsibility is to troubleshoot, diagnose, and

document issues across our platforms and tools, and when required work with the product and

engineering teams to ensure timely resolution. You'll also provide general support to students

with sign-ups, subscriptions, and account management, always ensuring a positive student

experience.

Key Duties

Technical Support (Primary)

• Troubleshooting & Diagnostics:
• Ability to identify, reproduce, and document technical issues.
• Familiarity with browser dev tools (console logs, network requests, cache/cookie clearing).
• Comfort with multiple operating systems and devices (Windows, Mac, iOS, Android).
• Bug Reporting & QA
• Skilled at writing clear, detailed bug reports (steps to reproduce, expected vs actual results, environment details).
• Experience with ticketing or bug tracking tools (Jira, Linear, Asana, or similar).
• Basic understanding of API calls and error codes to better communicate issues with developers.
• ● Web & App Understanding
• ○ Strong grasp of how web applications work (sessions, logins, subscriptions, cookies,
• redirects).
• ○ Ability to spot patterns across customer reports that indicate a bug or system issue.

Student Support (Secondary)

• Communicate with students through phone, email, and chat messaging.
• Process new sign-ups, purchases, renewals, cancellations, and refunds as needed.
• Stay informed about marketing promotions, our websites, and reported issues.
• Report issues for investigation by the product team.

Responsibilities

• A high level of confidentiality is required regarding customer payment information.
• Be willing to go above and beyond to assist current and prospective students via all channels of communication.
• Strive to enhance overall student satisfaction by actively listening to concerns, offering solutions, and ensuring a positive customer experience.
• Personal productivity and accountability.

Competencies and QualificationsMust-Have

Knowledge/Education/Experience

• Knowledge of and ability to explain basic computer tasks/processes.
• Experience troubleshooting technical issues across web, mobile, and e-commerce platforms.
• Proficiency with .
• Prior experience in technical support, QA, or customer support.
• Ability to write clear bug reports and communicate effectively with developers and non-technical users.

Skills, Abilities, and Other Attributes

• Ability to exhibit the Company Core Values: Empathy, Passion, and Grit.
• Proficiency in the English language (written and verbal) and strong typing skills.
• A warm, empathetic, and upbeat approach when communicating with students.
• Ability to maintain professionalism/confidentiality in escalated situations with customers.
• Independent problem-solving capabilities.
• A hands-on self-starter with a positive attitude and strong work ethic.
• Comfortable with Google Suite.
• Tool and Platform Familiarity
• Browser Developer Tools/Operating Systems/Bug Tracking Systems
• Windows, Mac, iOS, Android,Jira, Linear, Asana
• E-Commerce & Subscriptions
• Shopify (order flow, account management, integrations).
• Recharge (subscription billing logic, customer portal).
• RevenueCat (mobile subscription handling, renewals, cancellations).
• Payments
• Stripe & PayPal (transaction tracing, refunds, chargebacks, failed payment troubleshooting).
• Customer Support & Communication
• HelpScout (inbox, tagging, workflows, saved replies, reporting).
• (basic campaign troubleshooting, understanding triggers/segmentation).

Nice-to-Have

• Experience with the following instruments: piano, guitar, drums, voice

What We Offer

• 100% Remote Work – Work from anywhere in the Philippines.
• Career Growth Opportunities – Gain hands-on experience, and continuous learning.
• Collaborative & Innovative Team – Work alongside skilled professionals who value excellence.

Application Process

We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

The interview process includes a Recruiter Interview, Client Interview, and Assessment. As part of the process, candidates complete a hands-on task during the technical interview. Throughout each stage, we keep you informed and provide feedback as quickly as possible, ensuring you feel valued and supported throughout your journey with us.

Job Type: Full-time

Pay: Php45, Php55,000.00 per month

Benefits:

• Work from home

Work Location: Remote