Remote Technical Support II: AI & Networking Expert

SupportNinja

Metro Manila

On-site

PHP 260,000 - 380,000

Full time

5 days ago

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Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement savings with company match

Life Insurance

HMO from day 1

Free dependent coverage

Paid time off + birthday leave

Skills training & development

Employee Referral Program

Job summary

SupportNinja is seeking a Technical Support Representative II who will provide advanced technical support across email, live chat, and AI chatbots. You will diagnose issues related to device setup, Wi‑Fi connectivity, and router conflicts while delivering outstanding customer service and onboarding guidance.

The role emphasizes troubleshooting skills, clear communication, and collaboration with engineering to resolve complex problems, with ongoing knowledge base improvement and KPI-driven

Qualifications

At least 2 years in technical support (TSR) within a BPO/call center.
Strong knowledge of hardware, software, and networking.
Able to explain technical concepts to non-technical users clearly.

Responsibilities

Provide advanced technical support via Email, Live Chat, and AI Chatbots.
Identify and troubleshoot complexity in device setup, Wi-Fi, and router conflicts.
Escalate to engineering with detailed documentation and maintain satisfaction.
Contribute to knowledge base and document customer interactions in CRM.

Skills

2+ years TSR experience

Advanced troubleshooting

Device setup

Wi-Fi & networking

Customer service

Tools

Router configurations

DNS settings

BYOD troubleshooting

Job description

The role emphasizes troubleshooting skills, clear communication, and collaboration with engineering to resolve complex problems, with ongoing knowledge base improvement and KPI-driven

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