Jr. Technical Support Associate

Salary: ₱20,000 – ₱24,000 per month

About eTap Inc.

Founded in 2015, Electronic Transfer and Advance Processing Inc. (eTap Inc.) is a Philippine-based fintech company and the country's leading manufacturer, operator, and developer of custom self-service transaction machines and payment systems.

We lead the market with ingenuity, collaboration, and a customer-centric focus, innovating machines and payment systems for top telecoms, digital banks, and payment aggregators driving financial inclusion and improving communities nationwide.

Join eTap Inc.

Be part of a forward-thinking, innovative company shaping the future of financial services while making a tangible difference in the lives of millions of Filipinos. If you're passionate about customer service, technical troubleshooting, and delivering excellent support experiences, eTap is the place for you.

What the Junior Technical Support Associate Looks Forward to Doing Well

As a Junior Technical Support Associate, you will serve as the first line of technical support for customers, franchisees, and business partners by resolving Level 1 concerns, managing support tickets, and coordinating with internal teams and third-party providers. You will play an important role in delivering timely resolutions while ensuring accurate documentation and compliance with service level agreements (SLAs).

Your success will be measured by your ability to achieve response and resolution targets, maintain high-quality ticket documentation, provide excellent customer service, and contribute to an efficient and reliable technical support operation.

What You Will Do

Customer Technical Support

• Provide Level 1 technical support to customers, franchisees, partners, and internal stakeholders.

• Diagnose and resolve basic technical and transaction-related concerns.

• Deliver professional and customer-focused support across multiple communication channels.

Ticket Management

• Create and manage support tickets through EFD and Freshdesk.

• Ensure all customer concerns are properly documented and assigned.

• Monitor, update, and follow through on open tickets until resolution.

• Ensure ticket information is complete, accurate, and compliant with company standards.

Incident Resolution

• Process and monitor reprocessed and retried transactions.

• Coordinate with third-party service providers for transaction validation and reversal requests.

• Escalate complex issues to the appropriate support teams when necessary.

Service Level Management

• Meet established response, handling, and ticket closure targets.

• Prioritize customer concerns based on urgency and business impact.

• Maintain consistent service quality while adhering to defined SLAs.

Documentation & Reporting

• Accurately encode ticket details, including transaction information, customer data, priority, root cause, and resolution.

• Maintain complete and reliable support records for reporting and analysis.

• Contribute to identifying recurring issues and opportunities for process improvement.

Security & Compliance

• Adhere to eTap's information security, safety, and data privacy policies.

• Handle customer information with confidentiality and professionalism.

• Follow established operational procedures and company standards.

Why You Should Join Us

• Competitive compensation and benefits package

• Opportunity to work in one of the Philippines' leading fintech companies

• Hands-on experience supporting innovative payment technologies and digital financial services

• Continuous learning and career growth opportunities within Technical Support and IT Operations

• Collaborative, customer-focused, and innovation-driven work environment

Why You Shouldn't

• If you prefer work with minimal customer interaction, this role requires regular communication with customers and business partners.

• If troubleshooting technical issues and resolving customer concerns do not interest you, this role may not be the right fit.

• If you are uncomfortable working in a fast-paced, ticket-driven environment with defined service level targets, this position may not align with your working style.

Who We're Looking For

• Bachelor's Degree in Information Technology, Computer Science, or a related field.

• At least six (6) months to one (1) year of experience in Technical Support, Help Desk, or Customer Service.

• Basic knowledge of Microsoft Windows and Linux operating systems.

• Familiarity with VPN connectivity and basic troubleshooting.

• Proficient in Google Workspace (Gmail, Drive, Docs, Sheets, Meet, and Calendar).

• Experience using ticketing systems such as Freshdesk, Zendesk, or similar platforms.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Customer-focused with empathy, patience, and active listening skills.

• Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.

• Experience using ticketing and issue-tracking systems such as Freshdesk or similar platforms.

• Ability to manage multiple tasks while maintaining accuracy and attention to detail.

• Basic understanding of networking concepts and cybersecurity best practices.

• Experience supporting customers through phone, email, chat, and social media channels.

Join the Revolution: Be Part of eTap Inc.!

Are you ready to build your career with one of the Philippines' leading fintech companies? At eTap Inc., you'll have the opportunity to develop your technical expertise, make a meaningful impact on customer experiences, and contribute to innovative financial solutions that improve the lives of millions of Filipinos.

Join us and help shape the future of digital payments and financial technology.