Product / Technical Support Agent

Acquire Intelligence; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Value Awards

Internal promotions

Paid time off 24 credits

Job summary

Acquire Intelligence is seeking a Product / Technical Support Agent in Ortigas, Pasig City for the night shift. You will guide customers through setup and troubleshooting, document cases, and route advanced issues when needed.

This onsite, full-time role offers hands-on problem solving and collaboration with a global team. The position emphasizes customer-facing technical support, clear case documentation, and adherence to quality standards while delivering timely resolutions across phone, chat,

Qualifications

• At least 1 year of technical support or help desk experience in a customer-facing environment.
• Comfortable guiding customers through step-by-step troubleshooting over phone and digital channels.
• Able to document symptoms, troubleshooting actions, and outcomes clearly.

Responsibilities

• Assist customers with product setup, configuration, usage, and troubleshooting questions.
• Ask targeted questions to identify issues and guide customers through logical troubleshooting steps.
• Support customers across phone, chat, and email based on business need.
• Create and update support cases with clear issue descriptions, troubleshooting steps, and outcomes.
• Use knowledge-base articles, process guides, and system information when resolving concerns.
• Maintain complete and accurate customer and case records.
• Resolve issues within supported scope and escalate when advanced technical assistance is required.
• Set clear expectations on next steps and follow-up requirements.

Skills

Technical support

Troubleshooting guidance

Documentation of symptoms

Tools

CRM

Ticketing systems

Knowledge base tools

Job description

Product / Technical Support Agent

Ortigas, Pasig City | Night Shift | Onsite | Full Time

Enjoy hands-on problem solving by helping customers get their products set up and working the way they should. You’ll guide customers through setup and troubleshooting, confirm results, document the case, and bring in advanced support when needed.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

You’ll help customers get their products set up and working properly, giving you plenty of hands-on problem solving throughout the day. You’ll understand the issue, guide the customer through troubleshooting, confirm the result, document the case, and bring in advanced support when needed.

WHAT YOU’LL DO

Technical Customer Support

• Assist customers with product setup, configuration, usage, and troubleshooting questions.

• Ask targeted questions to identify the issue and guide customers through logical troubleshooting steps.

• Support customers across phone, chat, and email based on business need.

Case Documentation

• Create and update support cases with clear issue descriptions, troubleshooting steps, and outcomes.

• Use available knowledge-base articles, process guides, and system information when resolving concerns.

• Maintain complete and accurate customer and case records.

Resolution & Escalation

• Resolve issues within supported scope and escrow cases that require advanced technical assistance.

• Set clear expectations on next steps and follow-up requirements.

• Follow troubleshooting, quality, documentation, and customer-experience standards.

A BIT ABOUT YOU

Must-Haves

• At least 1 year of technical support, help desk, product support, or troubleshooting experience in a customer-facing environment.

• Comfortable guiding customers through step-by-step troubleshooting over phone and digital channels.

• Able to document symptoms, troubleshooting actions, and outcomes clearly.

Good-to-Haves

• Experience supporting consumer electronics, devices, software, connectivity, home audio, or other technology products.

• Inbound technical call-center experience.

• Experience using CRM, ticketing, case-management, or knowledge-base tools.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

1. HMO coverage for you and your family

2. Epic Yearly Kick-Off Parties with major giveaways

3. Recognition through our Value Awards — we celebrate your wins

4. Real career growth with opportunities for internal promotions

5. Meaningful work with talented and supportive teams

Your future matters:

1. 900+ internal promotions every year

2. Access to 2,700+ leadership training courses

Extra rewards along the way:

1. 14th Month Pay after 5 years of continuous service

2. Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

1. 24 Paid Time-Off Credits annually, with leave credits convertible to cash

2. Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions

Entrepreneurial Energy: Think like an owner. Solve like a founder

Fast with Intent: We move fast and deliver real results

Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!