T1 Technical Support Specialist

HEROIC; Philippines; On-site; PHP 278,217 - 396,249; Part time

Benefits offered by this job

National Holidays

Paid Time Off

Professional Growth Opportunities

Innovative Culture

Job summary

HEROIC in Taguig, Philippines is seeking a Tier 1 Technical Support Specialist to provide expert customer-focused support for technical issues. This position plays a vital role in enhancing customer satisfaction and trust in the HEROIC brand through efficient troubleshooting and high-quality documentation.

The ideal candidate will possess previous experience in a technical support role, exceptional communication skills, and a strong understanding of AI tools to improve efficiency. Remote work is offered from anywhere within the Philippines.

Qualifications

• Previous experience in a technical support or helpdesk role.
• Knowledgeable in support tools including ticketing and communication systems.
• Excellent verbal and written communication skills in English.
• Solid understanding of computers and technical issue resolution.

Responsibilities

• Provide frontline technical support for all customer interactions.
• Investigate, diagnose, and resolve customer computer-related issues.
• Monitor and manage the ticketing queue for prompt responses.
• Maintain detailed records of support work for consistency and improvement.

Skills

Technical Support

Troubleshooting

AI Tools Usage

Customer Service

Communication Skills

Tools

Ticketing Systems

Screen-sharing Platforms

Communication Tools

AI Tools

Job description

Taguig, Philippines | Posted on 06/24/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

HEROIC Cybersecurity (HEROIC.com) is seeking a Tier 1 Technical Support Specialist to deliver expert, customer-focused technical support that keeps our customers’ technology running securely and seamlessly. This role sits at the frontline of the HEROIC customer experience — directly influencing satisfaction, retention, and trust in our brand.

This role owns the first response to inbound and outbound technical issues — diagnosing, troubleshooting, and resolving common computer-related problems while maintaining detailed documentation, SLA compliance, and an exceptional customer experience across every interaction.

Responsibilities

• Frontline Technical Support — Serve as the primary point of contact for inbound and outbound customer support, handling every interaction with professionalism, empathy, and care.
• Troubleshooting & Issue Resolution — Investigate, diagnose, and resolve common customer computer-related issues; escalated complex problems to Tier 2 with thorough handoff documentation to minimize downtime and restore service quickly.
• Ticket & Queue Management — Monitor and manage the support ticketing queue, ensuring all customer requests are addressed promptly, thoroughly, and within defined service expectations.
• Documentation & Knowledge Capture — Maintain detailed, accurate records of all work performed, supporting consistency, traceability, and continuous improvement of support practices.
• Customer Experience & Quality Standards — Sustain a minimum of 90% CSAT and 90% QA ratings by delivering an exceptionally positive experience for every HEROIC customer.
• AI-Enabled Productivity — Leverage AI tools and assistants (e.g., ChatGPT, Copilot, AI-powered ticketing or knowledge base features) to accelerate troubleshooting, draft customer responses, summarize tickets, and continuously improve personal efficiency and service quality.
• Operational Flexibility & Project Support — Work various shifts, including weekends or rotating coverage, and contribute to ongoing and short-term projects as directed by management to support evolving business needs.
• Compliance & Professional Standards — Adhere to all company policies, procedures, and business ethics codes, upholding HEROIC's standards of integrity, security, and service.

Requirements

Previous experience in a technical support or helpdesk role, with a proven track record of resolving customer issues effectively.

Knowledgeable in core support tools, including ticketing systems, remote support and screen‑sharing platforms, knowledge base systems, and communication tools (e.g., Slack, email, voice).

Intermediate AI skills with hands‑on experience using AI tools in a professional setting (e.g., ChatGPT, Claude, Microsoft Copilot, Gemini) for tasks such as troubleshooting research, drafting communications, summarizing data, and improving day‑to‑day productivity.

Comfortable adopting and experimenting with new AI‑powered features within support, productivity, and knowledge tools — and able to demonstrate how AI has improved past work outcomes.

Excellent verbal and written communication skills, with full English proficiency.

Solid understanding of computers, including troubleshooting and resolving common technical issues.

Access to a fast, reliable internet connection and a quiet, distraction‑free workspace.

Availability to work various shifts, including weekends or rotating coverage.

• Work Location: Remote from the Philippines. Work from anywhere you please!
• Compensation: $4/hr. depending on experience
• Other benefits: National Holidays + PTOs
• Professional Growth: Amazing upward mobility in a rapidly expanding company.
• Innovative Culture: Be part of a team that leverages AI and cutting‑edge technologies.

About Us: HEROIC Cybersecurity (HEROIC.com ) is building the future of cybersecurity. Unlike traditional cybersecurity solutions, HEROIC takes a predictive and proactive approach to intelligently secure our users before an attack or threat occurs. Our work environment is fast‑paced, challenging and exciting. At HEROIC, you’ll work with a team of passionate, engaged individuals dedicated to intelligently securing the technology of people all over the world.