Technical Support Specialist

6 days ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time

About the Role

We are looking for a
Technical Support Specialist
to join our dynamic 24/7 operations team. This role is responsible for monitoring refrigeration and HVAC systems for food retail clients, identifying potential issues, and coordinating timely responses through effective technical support and customer service.

This position is ideal for candidates with strong analytical skills, customer support experience, or an interest in technical systems and process troubleshooting.

Key Responsibilities

  • Monitor and analyze refrigeration and HVAC system alarms using client-specific software
  • Diagnose and troubleshoot alarms using graphs, history logs, and system performance data
  • Communicate alerts, updates, and resolutions to clients via phone or email
  • Log, verify, and update work orders with complete, accurate, and timely documentation
  • Respond to inbound service calls and coordinate with internal technical support teams
  • Ensure full compliance with client-mandated Standard Operating Procedures (SOPs)

Qualifications

  • Bachelor's degree in any four-year course (preferred: Engineering, IT, or related fields)
  • Fresh graduates are
    welcome to apply
  • Strong communication skills (written and verbal)
  • Experience in customer service or technical support is an advantage
  • Basic knowledge of refrigeration, HVAC, or alarm systems is a plus
  • Offshore/BPO support background is a strong advantage

Work Setup & Conditions

  • Hybrid:
    3 days onsite per week
    (In front of SM North Edsa, Quezon City)
  • Shifting Schedule:
    Mid-shift and night shift required
  • Part of a
    24/7 operations
    team (holidays and weekends included)
  • Willingness to render overtime when needed during critical business hours

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