Empathetic Tech Support Pro — First-Call Resolution

FPS Innovation Labs; Davao City; On-site; PHP 201,000 - 312,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth

Job summary

FPS is expanding its Technical Support team in Davao City, Philippines. The role focuses on resolving customer issues with empathy, educating users on support options, and achieving first-call resolutions across devices and software.

The ideal candidate has 1–2 years in tech support or call center environments, with strong English communication and the ability to work a shifting schedule including evenings and weekends.

Qualifications

• At least 1–2 years in technical support and customer service, preferably in a call center
• Technical support experience in a Telco program required
• Willingness to work in shifts including evenings, nights, weekends and holidays
• Legal age of employment; at least 18 years old
• Completed Senior High School or equivalent (2nd year college) may be considered

Responsibilities

• Listen and address customer needs with empathy, aiming for first-call resolution.
• Perform basic troubleshooting of cables, internet, VOIP, and devices.
• Educate customers on support options and steps taken to resolve issues.
• Ensure confidentiality and set expectations while using available resources.
• Install, manage, and troubleshoot software and applications as needed.
• Assist with devices: PC, Mac, smartphones, tablets.
• Explain internet concepts and security basics to customers.
• Support email clients (Outlook, Gmail, Yahoo, etc.) and organize emails.

Skills

English communication

Problem solving

Customer communication

Multi-tasking

Organizational skills

Work under pressure

Technical account environment

Shifting schedule

Education

Senior High School or equivalent

IT-related course (preferred)

Job description

FPS is expanding its Technical Support team in Davao City, Philippines. The role focuses on resolving customer issues with empathy, educating users on support options, and achieving first-call resolutions across devices and software.

The ideal candidate has 1–2 years in tech support or call center environments, with strong English communication and the ability to work a shifting schedule including evenings and weekends.