IT Support Associate (Fully Remote/Work From Home)

Compass Experience Labs; Metro Manila; Remote; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Fully remote

Full-time position

Comprehensive training

Career development

Diversity and inclusivity

Job summary

Compass Experience Labs LLC is a fully remote IT support partner that assists a U.S.-based Quick Service Mexican Grill with technical support for store devices, network issues, and all company systems. The role emphasizes rapid troubleshooting, incident documentation, and knowledge-base updates while maintaining high levels of customer service for internal teams.

Ideal candidates have 1–2 years in a Tech Level 2 IT service desk, strong hardware/network skills, familiarity with security best

Qualifications

• 1–2 years of Tech Level 2 IT service desk experience.
• Strong hardware and networking skills.
• Knowledge of security best practices in regulated settings.
• Experience with listed network tools (Prisma, PuTTY, etc.).
• POS troubleshooting experience is a plus (ALOHA preferred).
• Excellent written and spoken English.

Responsibilities

• Serve as primary contact for US-based staff, delivering technical support for POS devices, hardware, printers, scanners, and networks.
• Perform remote troubleshooting via diagnostics and targeted questions.
• Document incidents and resolutions; update knowledge base accordingly.
• Deliver excellent internal support via calls and back-office tasks while resolving issues within scope.

Skills

Technical support

Networking

Security basics

POS troubleshooting

ALOHA experience

English communication

Tools

Prisma

Fusion

New Era

PuTTY

Switch

IP Calculator

CMC

Job description

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Role Expectations

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Documents incidents and resolutions and provides updates to the knowledge base where applicable

• Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Qualification

• 1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus

• Strong technical proficiency in hardware and networking

• Good understanding of security best practices in a regulated business.

• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred

• Experience in POS troubleshooting is an edge, ALOHA experience is a plus

• Exceptional English communication skills (written and spoken)

Technology Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.

• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.

• All agents must have a working camera to be used during training sessions and 1:1 conversation.

• Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.

• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop

• All agents will be required to install third-party software in order to run the screen capture module:

  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x

• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.

• Download speed must be at least 100 MBPS with latency (RTT) of <200ms.

• Processor: Windows Intel Core i5 11thgen or newer / AMD Ryzen 5 5000 series or newer should be Windows 11

• RAM: 16 GB with 256 storage

Benefits:

• A fully remote work environment

• This is currently a full time position, offering competitive wages

• Comprehensive training on our products and services.

• Career development opportunities, including internal promotions.

• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature, thrive in a customer‑centric role, and have a passion for assisting others, we encourage you to apply.