Global Technical Support Specialist

HGS Offshore Staffing Solutions (HGS OSS)

Metro Manila

On-site

PHP 357,000 - 513,000

Full time

8 days ago

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Job summary

HGS Offshore Staffing Solutions is seeking a Technical Support Specialist to deliver excellent customer service while resolving day-to-day technical issues for global customers. You will handle inquiries via phone, email, and chat, guide troubleshooting steps, log interactions in HubSpot, and ensure tickets are closed within SLA.

You will coordinate repairs with regional distributors and maintain accurate ticketing records.

Qualifications

Experience in global 24x7 customer support.
Strong troubleshooting and attention to detail.
Collaborative, empathetic communication.
Familiarity with ITSM / ticket management tools.

Responsibilities

Provide phone, email, chat, and ticket support for a diverse range of customers.
Log calls, tickets, and chats in HubSpot; address feedback or escalations.
Own issues end-to-end; provide timely workarounds or permanent solutions within SLAs.
Troubleshoot across frontend, database, and backend; drive continuous improvement.
Coordinate technical repairs with regional distributors and manage hardware inventory.
Document resolution details, costs, warranty, root cause, and preventive steps.
Share knowledge with internal teams and external vendors for product/process improvements.
Contribute to ongoing maintenance and improvement of customer support systems and processes.