2,357 Technical Agent jobs in the Philippines

About EmpowerU, Inc.:

EmpowerU, Inc. Is not just a company; it's a movement. Born from the core of a global powerhouse in November 2019, we've soared on the wings of our team's resilience and excellence. Our work-life blending culture, unwavering teamwork, and commitment to results are what make us unique. At EmpowerU, you're not just an employee; you're an integral part of a community that thrives on the 4Cs: Care, Communication, Camaraderie, and Commitment. Join us and be a part of a company that not only cares for its clients but also its team members, fostering a nurturing environment that encourages growth and satisfaction.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Job Overview:

We are seeking a dedicated and skilled Technical Support Specialist to join our team. This role is crucial in providing top-notch technical support to our customers, helping them optimize their use of our platform and maximize their productivity. If you have a passion for technology and a knack for solving complex issues, we want to hear from you

Key Responsibilities:

• Providing technical support to customers, troubleshooting issues related to our platform's functionality, features, and integrations, helping them optimize their use of our platform and maximize their productivity.
• Collaborating with our technical teams to escalate and resolve complex technical issues that require further investigation or specialized expertise.
• Assisting customers with setup, configuration, and troubleshooting of software components, ensuring smooth integration with our platform.
• Documenting and tracking customer issues and resolutions in our CRM, maintaining accurate and detailed records for reference and analysis.
• Staying updated on product updates, new features, and technical advancements, continuously expanding your knowledge and expertise to better assist customers.
• Responding to customer calls, emails, and live chat queries with professionalism and expertise, leveraging your product knowledge to provide accurate and helpful assistance.
• Monitoring all inboxes regularly to review and respond accurately and efficiently to client emails on a timely basis, ensuring that each inquiry receives a comprehensive response or a holding email while further investigation is conducted.
• Ensuring that all emails in their personal inbox and group mailboxes are managed within SLA (with an average response time of 45 mins or less), demonstrating efficiency and attentiveness to client communications.
• Respond to incoming calls within 5 seconds or less and address the client's concern. Any missed calls must be promptly returned within 24 hours to uphold our commitment to excellent customer service.
• Responding to customer inquiries and resolving issues in real-time through live chat, adhering to established chat support guidelines and procedures, including response time targets, quality assurance standards, and confidentiality requirements, while maintaining a high level of accuracy and responsiveness, ensuring that each customer receives prompt and effective assistance.
• Working diligently to build and maintain customer confidence in our brand, ensuring that every interaction leaves a positive impression.
• Identifying opportunities to promote additional products and services where relevant, contributing to the growth and success of the organisation.
• Demonstrating a thorough understanding of regulatory requirements and industry standards relevant to our products and services, ensuring that all interactions with customers adhere to applicable compliance guidelines.
• Adhering to scheduled work hours and shifts, arriving promptly at the designated start time, and remaining available until the end of your shift.
• Adhering to quality assurance measures and performance metrics established by the organization, striving to consistently meet or exceed targets for customer satisfaction, response times, resolution rates, and other key indicators.
• Participating in cross-functional collaboration with other departments, such as Sales, Marketing, or Product Development, to address customer needs or implement new initiatives.
• Assisting with special projects or initiatives aimed at improving customer satisfaction, operational efficiency, or team performance.

What We're Looking For:

• 2-3 years of relevant experience in technical support or a related field.
• Candidate must possess at least Bachelor's Degree in any field.
• Technical proficiency in software and hardware support.
• Strong communication skills for clear customer interactions.
• Customer-centric approach with problem-solving abilities.
• Attention to detail and adherence to procedures.
• Ability to collaborate effectively in a team.
• Excellent time management and organizational skills.
• Commitment to continuous learning and compliance awareness.
• Work From Home setup - candidates are required to have a conducive work from home set up with stable internet connection of at least 20mbps.
• Willing to work night shifts and be available on weekends and Philippine holidays.

QUALIFICATIONS:

• Must have a Bachelor's Degree

• Must have at least 1 year of experience in customer-focused, support environment

• Must have experience in providing support via email and phone

• Must have experience in troubleshooting SaaS applications

• Must have experience with JavaScript, HTML, and XML

• Must have excellent Communication Skills

• Experience with Service Cloud knowledge a plus

DUTIES AND RESPONSIBILITIES:

• Delight customers by providing timely, expert advice

• Act as the first level of support for questions, issues, and common tasks

• Prioritize cases and respond to inquiries with speed and precision

• Use written and verbal communication to resolve complex, technical issues

• Support the overall objective of Medallia

• Carry out ad hoc tasks or activities associated with the Technical Support Agent functions

and/or tasks within the capability and pay grade of the Technical Support Agent as may be assigned.

Role : Technical Support Agent

Location : MOA, Pasay

Work Type : Hybrid Setup (1x-2x a month RTO)

Work Shift : Night

Job Description:

Associate Degree Holder or Bachelor's Degree Holder (Please note that we cannot process high school and college undergraduates for this role)

Minimum 1-3 years of experience in a customer-focused, support environment

Has experience in providing support via email and phone

REQUIRED - Work experience in troubleshooting SaaS applications

REQUIRED - Work experience with JavaScript, HTML, and XML

Experience with Service Cloud knowledge a plus

Excellent Communication Skills

Note :

Interested candidates feel free to share your updated resume to

Key Responsibilities:

• Delight customers by providing timely, expert advice
• Act as the first level of support for questions, issues, and common tasks
• Prioritize cases and respond to inquiries with speed and precision
• Use written and verbal communication to resolve complex, technical issues
• Carry out ad hoc tasks or activities associated with the Technical Support Agent functions and/or tasks within the capability and pay grade of the Technical Support Agent as may be assigned.

Job Requirements and Credentials:

• Graduate of B.S. Computer Science or similar degree
• Minimum 1-3 years of experience in a customer-focused, support environment
• Proven track record of driving change focused on improving the customer experience
• Excellent written and verbal English required
• Foreign language fluence preferred (Spanish, Mandarin, Japanese, Korean)
• Experience with JavaScript, HTML, and XML a plus
• Experience with Medallia and Service Cloud knowledge a plus
• Ability to learn on the fly and prioritize conflicting tasks

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Duties and Responsibilities:

• Responding to customer queries in a timely and accurate way, via phone, email or chat

• Identifying customer needs and helping customers use specific features

• Analyzing and reporting product malfunctions

• Maintaining a positive, empathetic, and professional attitude toward customers at all times

• Responding promptly to customer inquiries

• Communicating with customers through various channels

• Acknowledging and resolving customer complaints

• Performing other tasks as required by the client

• Regularly aiming to improve the quality of customer interactions

• Being a team player; having fun and working with a team to hit client targets

Job description:

We're seeking a Technical Customer Experience Specialist to join our dedicated support team, focusing on online chat, email, and video or call interactions with our valued customers. As a key member of our customer experience team, you will be at the forefront of providing technical support for cutting-edge Internet of Things (IoT) products, featuring advanced technologies like Matter and Thread, as well as connecting to WiFi or Bluetooth. Reporting directly to the CX Supervisor, you will collaborate closely with cross-functional teams to ensure a seamless and positive customer journey.

We are looking for tech-savvy individuals who are passionate about technology and enjoy diving into the nitty-gritty details.

To excel in this role, you should possess excellent communication skills, empathy, and a passion for delivering exceptional customer service with a technical focus. The ideal candidate is proactive, detail-oriented, and thrives in a dynamic and fast-paced environment. If you enjoy problem-solving and have a positive attitude towards technology, we encourage you to apply.

What You'll Do

Your primary responsibilities will involve providing top-notch online chat, email, and video or call support to customers, with a specific focus on technical troubleshooting for our IoT products. This includes addressing order inquiries, facilitating product replacements, offering some non-technical assistance, and responding to general product inquiries. You will play a crucial role in enhancing the overall customer experience by ensuring timely and accurate resolutions, particularly in the technical aspects of our products.

Responsibilities

• Product Replacements: Facilitate the replacement process for damaged or defective products, ensuring proper troubleshooting and customer satisfaction.
• General Product Inquiries: Provide detailed information about our products, features, and specifications to customers seeking assistance.
• Customer Communication: Communicate effectively with customers through online chat, email, and video or calls, demonstrating empathy and professionalism.
• Issue Resolution: Troubleshoot and resolve customer issues, escalating complex cases to higher levels of support when necessary.
• Documentation: Maintain accurate and detailed records of customer interactions and transactions.
• Continuous Improvement: Proactively identify areas for process improvement and contribute to enhancing the overall customer support experience.
• Shift Reliability: Be on time and present on scheduled workdays.
• Performance Management: Know their KPIs and make themselves aware of their status.
• Product Expertise: Use provided training materials and similar resources. Manage personal learning (self-study, make time to review updates, pay attention to roll-outs).
• Consequence Management: Know the consequences of their actions. Learn and refer to the employee handbook and disciplinary action as needed.

Requirements

• Minimum of 2 years of relevant experience working in a technical customer service or support role.
• Previous experience specifically in online chat and email support is highly desirable.
• Exceptional communication skills, both written and verbal, with a customer-focused approach.
• Ability to empathize with customers and provide solutions to meet their needs.
• Strong analytical and problem-solving skills to effectively address customer inquiries and issues.
• Familiarity with customer support tools and platforms.
• Comfortable navigating and using email, chat, and video or call systems efficiently.
• Excellent organizational skills with the ability to manage multiple customer interactions simultaneously.
• Ability to adapt to changes in policies, procedures, and product offerings.
• Ability to recognize and escalate complex issues to higher levels of support when necessary.

Preferred but not required:

• Smart home technology knowledge.
• PC or Console gaming experience.
• Zendesk Experience.
• Confluence Experience.
• Experience working with an Internet Service Provider (ISP).
• Experience troubleshooting devices with Bluetooth, Thread, or Matter.

If you're a nerd at heart and love exploring the latest tech trends, you'll fit right in

Job Types: Fixed term, Temporary

Contract length: 6 months

Pay: Php25, Php30,000.00 per month

Benefits:

• Paid training
• Work from home

Experience:

• Technical support: 2 years (Required)

Work Location: Remote

Role : Technical Support Agent

Location : Moa, Pasay City

Work Type : Hybrid Setup (1x-2x a month RTO)

Work Shift : Night Shift

Job Description:

Associate Degree Holder or Bachelor's Degree Holder (Please note that we cannot process high school and college undergraduates for this role)

Minimum 1-3 years of experience in a customer-focused, support environment

Has experience in providing support via email and phone

REQUIRED - Work experience in troubleshooting SaaS applications

REQUIRED - Work experience with JavaScript, HTML, and XML

Experience with Service Cloud knowledge a plus

Excellent Communication Skills

Note :

Interested candidates feel free to share your updated resume to

About the Project:

Things are a little different here because we aren't just another company. There's more to Global BrainForce than our innovative technology and agile methodology. We are a Global BrainForce of talented, passionate developers – and together is what makes us who we are as a company.

We care about what we are doing.

We are looking for a Technical Support Agent, whose main tasks are to support our end-user, make  sure we always find solutions and be the knowledgebase of the product

Does that sound like somewhere you would fit in? Keep reading to find out more about life at Global BrainForce.

What you'll do:

As Technical Support Agent, you are the go-to person for our customers through phone, Whatsapp or  e-mail. Your main tasks consist of managing and handling questions from our clients about our  software system. You know our system in-and-out, which helps you provide the right solution every  time You also report on potential technical issues and feature requests so that we can improve our  product even more.

We are currently starting with a large new customer in the Americas, and therefore need 24/7 support  coverage. We currently need to cover the hours between midnight and 09:00 Central European time,  being roughly during office hours in the Phillipines. As the amount of tickets flowing in during these  times will likely not be that large yet, we are looking for someone that will also help with other tasks,  such as configuring menus of new customers in the admin portal, updating system documentation or  creating procedures for improved ticket handling.

You are also the guard of stability of the system at night. In case there is any major issue with the  system, you would need to start an escalation procedure and call the team in the Netherlands, to  ensure the issue will rapidly be resolved. To do so, you will proactively check the vitals of the system  and react to certain alerts. It will be essential here to rapidly understand if an issue needs to be  escalated or can wait until the next day.

Despite the time difference, we will make sure that there is at least a catch-up moment each day to  handover tickets. You will be part of an ambitious and proactive team of winners that are creating the  best product in the market

What You Need to Get the Job Done (Minimum Qualifications)

• You are eager to help our customers with Solutions
• You are customer-focused and solution-oriented
• Available for 10 hours for 4 days per week, 23:30 – 09:30 CET.
• Flexible availability to ensure there is always someone available with a team of 2, also during  holidays or absence of the other colleague
• Education in computer science or IT
• English proficiency
• Being able to speak Dutch or Spanish is a plus
• Proactive attitude and ability to work independently (from home)
• You are a digital enthusiast
• You have a can do attitude
• You work neatly and accurately
• You keep a cool head under stress and time pressure
• Experience with business critical software is a plus

What You'll Love About Us

• HMO and government-mandated benefits covered
• Hybrid setup (limited for back-office)
• Regular training and upskilling opportunities
• Healthy working times
• Supportive, no-drama work culture focused on quality delivery.
• Corporate events, team buildings, etc.

WE ARE HIRING

Position: Technical Support Agent

Work Address: MOA, Pasay

Work Setup: Hybrid (1–2x a month onsite)

Work Schedule: Night Shift (Starts at 9 PM)

Employment Type: Full-time

Job Summary:

• We are looking for a Technical Support Agent who is passionate about helping customers and solving technical issues. This role involves providing first-level support for SaaS applications, troubleshooting technical problems, and delivering excellent service via email and phone. If you thrive in a fast-paced, customer-focused environment, we'd love to hear from you.

Key Responsibilities:

• Provide timely and expert advice to customers
• Act as the first level of support for technical issues and common tasks
• Prioritize and respond to inquiries with speed and accuracy
• Communicate effectively via written and verbal channels to resolve complex issues
• Support Medallia's overall objectives
• Perform ad hoc tasks related to technical support as assigned

Must-Have Qualifications:

• Bachelor's degree
• At least 1 year of experience in a customer-focused support environment
• Experience providing support via email and phone
• Experience troubleshooting SaaS applications
• Working knowledge of JavaScript, HTML, and XML
• Excellent communication skills

Nice-to-Have Qualifications:

• Experience using Service Cloud

Benefits:

• VL/SL credits
• Certified Great Place to Work
• Hybrid work setup
• Company-provided equipment (Laptop/Desktop)
• HMO coverage (up to 2 dependents)
• Work-life balance
• Telecommunication allowance (for Team Leaders and up)
• Competitive salary package
• Quarterly performance-based bonuses

Apply now or share this opportunity with someone you know

To interested Applicants, kindly send your updated CV to:

Email Format: Job Application for (Role/Position) - (Expected Salary)

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Application Question(s):

• Do you have at least 1 year of experience in a customer-focused support environment?

• Have you provided technical support via email and phone in a previous role? (If yes, please give a scenario where you practiced doing it)

• Do you have experience troubleshooting SaaS applications? (If yes, please give a scenario where you practiced working with it)

• Are you familiar with JavaScript, HTML, and XML? If yes, please describe your level of proficiency. (Beginner, Intermediate, or Advanced)
• Have you used Service Cloud or similar CRM platforms? (If yes, please specify which ones.)
• Can you describe a time when you resolved a complex technical issue for a customer?
• How would you rate your written and verbal communication skills in English?
• Years of experience in customer-focused support role:

Years of experience in providing support via phone and email:

Years of experience in troubleshooting SaaS applications:

Years of experience in JavaScript, HTML and XML:

Years of experience in Cloud Services:

• Are you okay with the working arrangements for this role?

Education:

• Bachelor's (Required)

Work Location: In person