Customer Service Representative

Nityo Infotech Inc.; Pasig; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading technology solutions company is seeking a Technical Support Representative located in the Metro Manila area. You will provide expert support for consumer and mobile electronics, diagnosing issues and guiding users to solutions. A High School Diploma is required, while a Bachelor's degree in IT is preferable. Strong problem-solving and communication skills in English are essential. Experience in a BPO environment is a plus. This role emphasizes customer satisfaction and continuous learning.

Qualifications

• High level of technical knowledge or ability to support electronics products.
• Prior experience with Service Desk or Ticketing System.
• Exceptional problem-solving and analytical skills.
• Excellent verbal and written communication skills in English.
• Strong customer service orientation.

Responsibilities

• Provide expert technical support for consumer and mobile electronics.
• Diagnose and resolve hardware, software, and connectivity issues.
• Guide customers through solutions clearly.
• Utilize and maintain a service desk system for tracking activities.
• Escalate unresolved issues to senior support teams.
• Maintain high customer satisfaction through empathetic communication.

Skills

Technical Knowledge

Problem-Solving Skills

Customer Service Orientation

Analytical Skills

Communication Skills

Education

High School Diploma or equivalent

Bachelor's degree in IT or related field

Tools

Service Desk/Ticketing System

Job description

Role Summary

As a Technical Support Representative, you will be instrumental in providing world‑class technical assistance to clients, primarily focusing on consumer and mobile electronics products. You will diagnose and resolve technical issues, guide users through solutions, and meticulously document all interactions within our service desk system. This role is crucial for maintaining high levels of customer satisfaction and supporting Acquire Intelligence's commitment to efficient and reliable service delivery within our global operations.

Educational Attainment

High School Diploma or equivalent is required. A Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience and certifications, is highly preferred.

Key Responsibilities

• Provide expert technical support and troubleshooting for a wide range of consumer and mobile electronics products.
• Diagnose and resolve hardware, software, and connectivity issues efficiently and effectively.
• Guide customers through step‑by‑step solutions, ensuring clear understanding and resolution.
• Utilize and maintain a service desk/ticketing system to accurately track, document, and report on all support activities and resolutions.
• Escalate complex or unresolved issues to appropriate senior support teams or specialized departments.
• Maintain a high level of customer satisfaction through professional and empathetic communication.
• Continuously update product knowledge and technical skills to adapt to evolving product lines and technologies.
• Adhere to company policies, procedures, and security protocols (e.g., SOC, HIPAA, GDPR compliance).

Must‑Have Qualifications

• Demonstrated high level of technical knowledge or a proven ability to quickly understand and proficiently support consumer and mobile electronics products.
• Prior experience working with and navigating a Service Desk or Ticketing System for tracking and reporting activity.
• Exceptional problem-solving and analytical skills with a methodical approach to troubleshooting.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
• Strong customer service orientation with a commitment to providing a positive support experience.

Nice‑to‑Have Skills/Qualifications

• Previous experience in a Business Process Outsourcing (BPO) or call center environment.
• Familiarity with various operating systems (e.g., Windows, macOS, Android, iOS).
• Understanding of basic networking concepts and common connectivity issues.
• Experience with remote diagnostic and troubleshooting tools.
• Ability to thrive in a fast‑paced, dynamic work environment.