Technical Support Representative

Salary: ₱20,000 – ₱27,000 per month

Responsibilities:

• Ability to read and understand customer email content

• Ability to reply to emails and reply professionally.

• Ability to handle phone calls from clients, understand the IT issues the client is facing and provide good phone support.

• Document all support interactions and troubleshooting steps in our ticketing system with clear and concise notes.

• Collaborate with other support team members and departments to escalate and resolve complex issues promptly.

• Experience in conducting remote support sessions with the user (Zoom)

• Needs to know when to escalate issues to senior network engineers when it is beyond their scope

• Ability to learn new technologies fast and be involved in managing telephone VoIP and PBX phone systems (training provided)

Requirements:

• Proven experience as a Technical Support Representative or similar role, preferably with VoIP systems.

• Strong knowledge of VoIP protocols, standards, and technologies (e.g., SIP, RTP, codecs).

• Familiarity with network troubleshooting tools and techniques.

• Excellent communication skills, both written and verbal.

• Ability to work independently and in a team environment.

• Strong problem-solving skills and attention to detail.

• Customer-oriented and able to empathize with customer concerns.

• CCNA (Switching and Routing) knowledge is an added bonus

• Experience with LINUX operating systems (command line) is an added bonus

  
  

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.