Remote Tech Support Specialist - IoT & Home Networking

Ethos Support Co.

Philippines

Remote

PHP 446,000 - 670,000

Full time

3 days ago

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Job summary

Ethos Support is seeking a Technical Support Representative in the Philippines (Remote) to join our Customer Experience team. You will handle end-to-end troubleshooting for hardware setup, account activation, and connectivity, delivering friendly, empathetic, and confident guidance to families.

You will address escalated inquiries across email, chat, SMS, social, and phone, maintain SLAs, and help improve our knowledge base and response templates while keeping a calm, human-centered approach in

Qualifications

Experience delivering customer support for consumer hardware or IoT devices.
Familiarity troubleshooting home networking and router setups.
Ability to explain technical steps to non-technical families.
Calm, human-centered approach in high-volume queues.

Responsibilities

Serve as direct contact for escalated technical inquiries across email, SMS, social DMs, and phone.
Diagnose and resolve device activation, account setup, VoIP connectivity, and router-related issues.
Deliver clear, accurate responses aligned with brand voice.
Identify patterns to escalate trends, bugs, or gaps.
Update response templates and KB content for accuracy.
Identify opportunities for automation to streamline tasks.
Provide empathetic, personalized support experiences.