Tech Chat Support & First-Call Resolution Pro

FPS Innovation Labs; Davao City; On-site; PHP 312,000 - 469,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth

Job summary

FPS Innovation Labs in Davao City, Philippines is seeking a Technical Chat Support Representative to resolve issues, educate customers, and drive first-call resolutions using strong technical skills.

You will handle PCs, Macs, smartphones, and email applications, explain troubleshooting steps, and maintain excellent customer service. Evening/night/weekend shifts may be required; 1–2 years in tech support is preferred.

Qualifications

• 1–2 years of Technical Support and Customer Service experience in a call center.
• Telco program experience is required.
• Willingness to engage in sales and upselling.
• Completed Senior High School or equivalent.
• Legal age of 18+.
• Computer/IT course is a plus.

Responsibilities

• Listen, handle and attend to customer needs with empathy while building rapport.
• Identify customer concerns via phone, basic troubleshooting, and device issues.
• Educate customers on support options and steps taken to resolve issues.
• Ensure first call resolution with confidentiality and clear expectations.
• Manage, install, uninstall, and troubleshoot application programs and software.
• Familiar with devices: PC/Apple Mac, smartphones, tablets.

Skills

English communication

Problem solving

Technical communication

Multi-tasking

Work under pressure

Sales mindset

Customer empathy

Shift flexibility

Education

Senior High School completion

Computer/IT course a plus

Tools

PC/Apple Mac familiarity

Smartphones/Tablets familiarity

Job description

FPS Innovation Labs in Davao City, Philippines is seeking a Technical Chat Support Representative to resolve issues, educate customers, and drive first-call resolutions using strong technical skills.

You will handle PCs, Macs, smartphones, and email applications, explain troubleshooting steps, and maintain excellent customer service. Evening/night/weekend shifts may be required; 1–2 years in tech support is preferred.