Part-Time Technical Support Specialist

Hireframe; Philippines; Remote; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Permanent remote work

Annual bonuses

Professional growth opportunities

Job summary

Hireframe is seeking a Technical Support Specialist to join our Tier 2 team. You will handle product issues that require deeper troubleshooting, guide customers by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed, maintain case records in Zendesk and Jira, and contribute to improving support procedures. Fluency in English and Spanish is strongly preferred.

Qualifications

• 1–2+ years of customer support experience.
• Comfort with phone-based interactions and procedures.
• Bilingual English/Spanish strongly preferred.
• Ability to document clearly and follow escalation protocols.

Responsibilities

• Troubleshoot known issues with customers using documented procedures.
• Ask diagnostic questions and document findings.
• Own cases through resolution with timely updates.
• Coordinate field visits with partners and internal teams.
• Escalate to Engineering with clear summaries of symptoms.
• Maintain accurate case records in Zendesk and Jira.
• Contribute to improving troubleshooting docs and tools.
• Collaborate with cross-functional teams as processes evolve.

Skills

Customer support

Phone support

Troubleshooting

Bilingual English/Spanish

Tools

Zendesk

Jira

Job description

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.

What you’ll own:

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

Requirements

• 1–2+ years of customer support, phone-comfortable, and follows procedures well.
• Handles standard troubleshooting and escalates cleanly.
• A good fit for a \"weekend warrior\" pool.
• Spanish/English bilingual is strongly preferred.

Nice to have:

• HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

Learn More

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