Technical Support Representative II

3 hours ago

San Juan, National Capital Region, Philippines Focus Support Associates Full time ₱360,000 - ₱420,000 per year

We are seeking a skilled and customer-focused Technical Support Representative II (TSR II) to join our growing team. This role requires handling escalated technical concerns, providing high-quality resolutions, and ensuring an excellent customer experience. TSR II serves as the next level of support, requiring advanced troubleshooting skills and strong communication abilities.

Key Responsibilities:

  • Handle escalated customer inquiries and technical issues efficiently and professionally.
  • Diagnose, troubleshoot, and resolve hardware, software, and network-related problems.
  • Document issues, resolutions, and customer interactions accurately in the ticketing system.
  • Collaborate with cross-functional teams to escalate unresolved cases.
  • Provide mentoring or guidance to TSR I when necessary.
  • Ensure compliance with company policies and service standards.
  • Deliver excellent customer service while maintaining technical accuracy.

Qualifications:

  • At least 2 years of Technical Support experience (preferably in an escalation or advanced support role).
  • Strong knowledge of troubleshooting technical issues related to hardware, software, and network.
  • Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
  • Excellent written and verbal English communication skills.
  • Ability to work independently in a fast-paced, night shift environment.
  • Detail-oriented, analytical, and customer-focused.

Preferred Qualifications:

  • Basic knowledge of SQL or database support.
  • Experience mentoring or supporting junior TSRs.
  • Familiarity with remote troubleshooting tools.

Job Types: Full-time, Permanent

Pay: Php32, Php35,000.00 per month

Benefits:

  • Paid training

Application Question(s):

  • Do you have at least 2 years of experience in a Technical Support or BPO role?
  • Are you willing to work onsite in San Juan, Greenhills?
  • Are you comfortable working on a night shift schedule?
  • Do you have experience using ticketing systems (e.g., Zendesk, ServiceNow, Jira)?
  • Do you have experience troubleshooting hardware, software, or network issues?
  • When are you available to start if hired?

Language:

  • English (Required)

Work Location: In person

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