Remote Technical Support Specialist (Email & Chat)

Peak Support; Philippines; Remote; PHP 300,000 - 420,000; Full time

Job summary

Peak Support is hiring a Technical Support Specialist (Email & Chat) for a fully remote role in the Philippines. You will help customers by email and chat, troubleshoot software issues, verify licenses, and guide users through product features with a strong focus on customer satisfaction.

The role emphasizes problem-solving, learning new technologies, and maintaining accurate documentation while collaborating with internal teams to ensure a seamless customer experience.

Qualifications

• Customer-focused with a passion for helping others.
• Excellent troubleshooting and problem-solving abilities.
• Comfortable learning and explaining technical concepts.
• Detail-oriented and organized.
• Able to manage multiple priorities in a fast-paced environment.
• Previous experience in technical support, customer support, help desk, or software support is preferred.

Responsibilities

• Respond to customer inquiries via email and chat in a professional and timely manner.
• Troubleshoot software-related issues and replicate reported problems to identify solutions.
• Assist customers with software license verification, activation, and account-related concerns.
• Guide customers through product features, functionality, and best practices.
• Document customer interactions and resolutions accurately.
• Escalate complex issues when necessary while maintaining ownership of the customer experience.
• Collaborate with internal teams to resolve technical concerns effectively.
• Maintain product knowledge and stay up to date on new features and updates.
• Deliver a high-quality customer experience while managing multiple support requests.
• Demonstrate flexibility in scheduling to support business needs and provide excellent customer coverage.

Skills

Customer service

Troubleshooting

Problem solving

Technical knowledge

Time management

Communication

Learning agility

Multi-tasking

Job description

Peak Support is hiring a Technical Support Specialist (Email & Chat) for a fully remote role in the Philippines. You will help customers by email and chat, troubleshoot software issues, verify licenses, and guide users through product features with a strong focus on customer satisfaction.

The role emphasizes problem-solving, learning new technologies, and maintaining accurate documentation while collaborating with internal teams to ensure a seamless customer experience.