What Jobs are available for Technical Support in Pasay?

TECHNICAL SUPPORT AGENT

• Work Address: MOA, Pasay
• Work Set-up: Hybrid (1-2x a month RTO)
• Work Schedule: Night Shift (starts at 9pm)

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.

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

• Experience with Service Cloud knowledge a plus

BENEFITS OFFERED:

• VL/SL credits

• Certified Great Place to Work

• Hybrid Work Set-up

• Equipment is provided (Laptop/Desktop)

• HMO coverage (2 dependents)

• Work-life Balance

• Telecommunication Allowance for Team Leaders and Up

Job Type: Full-time

Application Question(s):

• Years of experience in customer-focused support role:
• Years of experience in providing support via email and phone:
• Years of experience in troubleshooting SaaS applications:
• Years of experience with JavaScript, HTML, and XML:
• Years of experience in and Service Cloud:
• Are you okay with the set-up and location:
• Previous/Current Salary:
• Expected Salary:
• Reason for leaving:
• Notice period:

Work Location: In person

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.

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa's clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client
• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish client's and Visa's objectives
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.
• Build and enhance positive working relationships with key clients and internal stakeholders
• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
• Educate and train clients on best practices for CMS product suite
• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.
• Negotiate and manage expectations of clients and internal stake holders
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

Bachelor's Degree in Information Technology or equivalent qualification.

A minimum of 5 years of experience in an external facing role as technical support in the financial services, payment industry, software or information services.

Previous experience supporting Expense Management Solutions is highly desired.

Able to effectively communicate at all levels.

Demonstrated ability to articulate technical terms or processes into business language.

Strong interpersonal skills. Proven abilities in negotiating with and influencing clients and peers at the working level.

Demonstrate success in client relationship management.

Effective time management, organization, and planning skills.

Effective communication skills, both verbal and written.

Role is based in Pasay, Manila.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

About Infinit-O: As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage.

Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.

What is the role that we need? We are seeking for someone who can answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

Specific Duties & Responsibilities

Determines eligibility by comparing client information to requirements

Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

Utilize active listening and empathy skills

Strive to meet or exceed call center metrics and service levels

Schedule and engage in follow-up calls with clients regarding on-going technical issues

Resolve technical escalations from the Product Support phone and chat team

Troubleshoot issues that may occur during database updates, new software installations, and server migrations

Track and monitor all client interactions using the Salesforce CRM system

Coordinate with peers to provide proper coverage for all appointments

Requirements
Required Qualifications

1-2 years of experience in a customer service/support role is required

1-2 years of computer application-based technical support experience or IT experience is required

Previous Call Center Experience Is Required
Excellent verbal and written communication skills are required with an emphasis on phone etiquette

Works hard with little supervision

Detailed-oriented with exceptional documentation skills

Working knowledge of Microsoft Windows administration tools

Basic understanding of Microsoft SQL Server

Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals

Preferred Qualifications
Apple iPad & Parallels knowledge is a plus

Familiarity with HIPAA regulation is preferred

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

G

Infinit-O isn't just about business process optimization, we're about people. For over 20 years, we've been helping some of the world's fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction.

But what truly sets us apart is our culture. At Infinit-O, we believe that diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people-first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certifiedcompany, we're dedicated to making a positive impact not just in business, but in the communities we serve.

With a highly engaged and innovative team, we don't just optimize processes, we also create meaningful change.

What is the role that we need? We are looking for a Technical Support Agent to join our team.

Specific 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 the client.
• 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.

Qualifications:

• Minimum of 1-2 years of experience as a Technical Support Agent or 3-4 years in a customer-focused, support environment.
• Excellent written and verbal English required.
• Proven track record of driving change focused on improving the customer experience.
• Ability to use and create knowledge articles, with an extreme level of attention to detail.
• Ability to train others about technical concepts and issues.
• Ability to work a flexible schedule.
• Experience with JavaScript, HTML, and XML.

About the Company

Our client is dedicated to enabling brands to connect and scale through marketplace and dropship automation platforms. They focus on solving important business challenges by automating the full cycle of digital commerce, helping drive revenue through new and existing channels in a streamlined and cost-efficient way.

About the Role

We are looking for a talented Technical Support Representative to join the client's team and provide exceptional customer service to their clients and partners. In this role, you will support clients by troubleshooting a wide range of issues and errors, interacting directly with operating systems and software to provide updates and patches.

Responsibilities

• Provide daily support to B2B clients regarding order issues, including answering questions, analyzing problems, and delivering timely solutions to restore system operations.
• Communicate clearly and effectively with clients, colleagues, and management to resolve issues promptly and ensure client satisfaction.
• Maintain detailed records of daily interactions with clients, reported issues, and solutions provided, along with any necessary follow-up actions.
• Create and implement communication cadences with clients to ensure issues are resolved in a timely manner.
• Perform other ad hoc tasks assigned by management.

Qualifications

• 1+ year(s) of experience in B2B customer support or technical support roles within global SaaS companies.
• Strong written and verbal communication skills in English.
• Tech-savvy and eager to develop technical skills.
• Proficiency in Excel is a plus.
• Professional, composed, and adaptable in all circumstances.
• Ability to identify problems quickly, develop solutions, and execute troubleshooting steps efficiently.

Required Skills

• Strong written and verbal communication skills in English.
• Tech-savvy and eager to develop technical skills.
• Proficiency in Excel is a plus.

Preferred Skills

• 1+ year(s) of experience in B2B technical support roles within global SaaS companies.
• Professional, composed, and adaptable in all circumstances.

Work Setup: Onsite

Location: Pasay City, Philippines

Employment Type: Full-Time

Equal Opportunity Statement

Our client is committed to diversity and inclusivity.

• Install software and hardware products. Network troubleshooting including and tracing network line.
• Practical PC troubleshooting and problem analysis of software and hardware.
• Support users with remote applications such as VNC, Dameware/mgremote RDP and MPutty.
• Support Windows environment such as Microsoft OS desktops/Servers and higher versions of operating systems.
• Knowledge in Active Directory user and computer management/sites and services and synchronization.
• Assist in implementing MIS/IT Department Projects practices that will more effectively utilize IT resources.
• Knowledgeable in Virtualization Technology
• Assist in the implementations of projects and solutions for production use
• Has an experience working with Linux operating system and clustering
• Knowledge in Data switching, VLAN implementation/ routing protocols (BGP, OSPF, EIGRP)/APC/LAN and WAN Technology.
• Telephony and voice Technology
• Knowledge in cloud administration
• Knowledge in Cyber Security
• Make sure that backup automation is working and tested
• Generate reports for performance tracking
• Performs other related duties as assigned by IT Management/IT Head.

Job Type: Full-time

Work Location: In person