Technical Support Representative II

• Provide advanced technical support to customers experiencing technical issues with products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems and provide timely, effective solutions
• Communicate technical solutions to non-technical customers clearly and concisely
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a CRM system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Participate in training programs and continuous learning modules
• Collaborate with other departments to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

• Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting knowledge in hardware, software, and/or systems
• Critical thinking skills
• Proficiency in using computer applications and software
• Experience using a CRM preferred
• Must be based in the Philippines
• Must be flexible, including night shift
• Full-time availability
• BYOD equipment required

• Competitive compensation
• Government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off
• Birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• BYOD equipment arrangement