Tech Support Specialist - Email & Chat

Helpware; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Helpware in the Philippines is looking for a Technical Service Representative focused on email and chat support. You will troubleshoot, guide customers through solutions, and ensure accurate, friendly service.

You’ll analyze issues across multiple tools, communicate clearly, and manage time effectively while delivering an outstanding customer experience. Requirements include fluent English (C1+), at least 2 years in technical support, and the ability to work independently in a fast-paced

Qualifications

• Excellently strong in spoken and written English (C1+).
• Minimum 2 years professional technical troubleshooting expertise.
• Experience supporting customers via e-mail and/or chat.
• Passion for customer service and ownership of the customer experience.
• Adept at tailoring communication to different audiences.
• Able to self-manage and work independently in a fast-paced environment.
• Organized and detail-oriented; recognize patterns.
• Thrives in a team where expertise is shared and feedback is welcomed.
• Able to research and grasp technical information across multiple tools.
• Aptitude for acquiring new skills in technical troubleshooting.

Responsibilities

• Provide email and chat support with clear, patient guidance.
• Analyze, isolate, and resolve complex technical issues.
• Prioritize tasks and manage time effectively.

Skills

English Proficiency (C1+)

Technical Troubleshooting

Email & Chat Support

Time Management

Independent Working

Customer Experience Ownership

Pattern Recognition

Research Across Tools

Typing Speed 40 WPM

Eager to Learn

Tools

Zendesk

Freshdesk

ServiceDesk

Office 365/Excel

Job description

Helpware in the Philippines is looking for a Technical Service Representative focused on email and chat support. You will troubleshoot, guide customers through solutions, and ensure accurate, friendly service.

You’ll analyze issues across multiple tools, communicate clearly, and manage time effectively while delivering an outstanding customer experience. Requirements include fluent English (C1+), at least 2 years in technical support, and the ability to work independently in a fast-paced