Technical Support Associate

2 hours ago


Manila, National Capital Region, Philippines POWER IT SERVICES Full time ₱90,000 - ₱120,000 per year

Tire 1:

Provide frontline technical assistance to customers of a global technology client supported by Tele performance. Handle basic to moderate troubleshooting and ensure excellent customer experience.

Responsibilities:


• Handle inbound calls/chats/emails regarding device, software, and connectivity issues


• Troubleshoot account access, password resets, app errors, and basic network concerns


• Log all interactions in TP ticketing tools according to client process


• Follow resolution scripts, knowledge-base articles, and escalation procedures


• Meet performance metrics (AHT, CSAT, FCR) as required by the client


• Escalate unresolved issues to Tier 2 or specialized support teams

Tire 2:

Provide advanced troubleshooting for escalated cases from Tier 1. Support client systems and ensure timely resolution of technical problems.

Responsibilities:


• Handle escalated issues involving OS, software configuration, and network troubleshooting


• Perform remote access resolution and advanced diagnostics


• Work closely with engineering/Tier 3 teams for complex incidents


• Create and update knowledge base articles used by Tier 1


• Ensure SLA compliance and resolution quality


• Provide coaching and technical guidance to Tier 1 teams



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