Cloud Tech Support Rep (SaaS) — Windows & iOS

Infinit-O; Philippines; On-site; PHP 250,000 - 420,000; Full time

Job summary

Infinit-O is seeking a skilled Technical Support professional in the Philippines to handle client calls, diagnose issues in Windows and iOS environments, and coordinate follow-ups. The role emphasizes strong English communication, documentation, and the ability to work independently within a fast-paced team.

Responsibilities include resolving escalations, adhering to service levels, and troubleshooting during database updates, software installations, and server migrations.

Qualifications

• 2 years of customer service/support experience.
• 2 years of computer application-based technical support or IT experience.
• Previous call center experience required.
• Advanced English skills.
• Works hard with little supervision.
• Detail-oriented with documentation skills.
• Working knowledge of Windows administration tools.
• Basic understanding of SQL Server.
• Basic understanding of networking concepts (NETBIOS over TCP/IP).
• Experience with cloud-based software (SaaS).

Responsibilities

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Windows and iOS environments.
• Determine eligibility by comparing client information to requirements.
• Utilize active listening and empathy skills.
• Strive to meet or exceed call center metrics and service levels.
• Schedule and engage in follow-up calls with clients regarding ongoing technical issues.
• Resolve technical escalations from the Product Support phone and chat team.
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations.

Skills

Customer service

Technical support

Active listening

Documentation skills

English proficiency

Detail-oriented

Independent worker

Teamwork

Tools

Windows administration tools

SQL Server (basic)

Networking basics (NETBIOS/TCP-IP)

Cloud SaaS experience

Job description

Infinit-O is seeking a skilled Technical Support professional in the Philippines to handle client calls, diagnose issues in Windows and iOS environments, and coordinate follow-ups. The role emphasizes strong English communication, documentation, and the ability to work independently within a fast-paced team.

Responsibilities include resolving escalations, adhering to service levels, and troubleshooting during database updates, software installations, and server migrations.