Technical Support Representative
Salary: ₱18,000 – ₱19,000 per month
About the role
I.T. EASY Software Solutions Inc. is seeking a Technical Support Representative (TSR) to serve as the primary frontline contact for web-based medical laboratory information and automation systems. Operating within a mission-critical healthcare environment, you will handle client service requests, perform initial troubleshooting, and coordinate closely with internal technical teams to ensure maximum system uptime and strict SLA compliance.
Key responsibilities
Receive, log, and respond to technical issues across phone, email, and ticketing platforms within established response times
Accurately log, categorize, and track incidents in CRM, ensuring all entries meet audit-readiness standards
Perform basic troubleshooting using standard operating procedures (SOPs), and seamlessly escalate complex issues to Technical Support Engineers (TSEs)
Maintain absolute confidentiality and safeguard sensitive client and patient-related healthcare data in accordance with information security policies
About you
Previous experience in a technical support, helpdesk, or customer support role—ideally within an IT, software, or healthcare environment
Ability to navigate web-based systems, use task management tools (like CRM), and perform structured troubleshooting
Exceptional verbal and written communication skills for delivering professional, structured updates to medical clients
Willing to work on-site in Quezon City only.