Technical Support Representative

( Engineering & Technical (Non-Software) )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

This is a remote position.

  • Help customers resolve technical problems associated with a product or service.
  • Provide responses and solutions to issues experienced by users of technological products or services.
  • Serve as the first point of contact for customers with complaints or questions concerning company technological products/services.
  • Communicate with clients via phone calls, emails, web chat or face-to-face interaction to provide step-by-step solutions effective in resolving hardware or software problems.
  • Interview and listen to clients to identify their needs and provide solutions effective in addressing their problems.
  • Troubleshoot software and hardware components to identify and resolve issues related network malfunction or poor internet connectivity.
  • Identify upselling opportunities to facilitate sales of company products/services.
  • Conduct research to obtain information useful in addressing customers’ issues.
  • Effectively escalates difficult issues to superiors for expert resolution. They also ensure compliance with standards established procedures for addressing client concerns.
  • Interview clients to gather information useful in providing recommendations and solutions to a technical problem
  • Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
  • Document and track customer issues using a ticketing system to ensure quick resolution
  • Explain technical details to customers using simple understandable terms
  • Ensure compliance with service agreements to evade legal issues
  • Maintain an up-to-date knowledge of company products and services
  • Educate customers on the features of company products/services to minimize technical challenges
  • Follow-up on customers to ensure their issues are completely resolved
  • Produce periodic reports of technical support operations to company management.


  • Willing to be trained
  • Enthusiastic about communications and technology
  • Excellent communication and listening skills with the ability to interact at all levels of organization
  • Ability to multitask and adapt to change
  • Excellent customer and quality focus
  • Strong desire to help with a sense of urgency
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