Technical Chat Support Representative

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

Operations

• Davao, Philippines

Technical Chat Support Representative

Join us as a Technical Support Rep! Use your tech skills to resolve issues, educate customers, and ensure first-call resolutions. Thrive in a role that values expertise and empathy!

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

Duties And Responsibilities

• Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Be able to identify customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.
• Educate the customer’s support options and steps being taken to resolve the issue.
• Ensures to provide first call resolution with confidentiality to customers concerns and properly set expectations while utilizing available resources.
• Managing, installing, uninstalling, application programs and software.
• Experience with the following devices:
  • Personal computer (PC) or Apple Mac computer
  • Smartphones, Digital Music Players, Tablets
  • Music downloading and organizing
• Understanding of internet concepts and features:
  • Navigation to web addresses
  • Internet security, secured connection - SSL
  • Manage usernames and passwords for multiple sites
  • Search engines, concepts, words, and the ability to search the internet for specific information in a timely manner
• Email application functionality including:
  • Access and navigate, as well as full feature use of web based email applications (Outlook, Gmail, Yahoo, Comcast, other ISP provided/hosted email)
  • Ability to organize email, maintain folders, manage attachments and downloads. In addition to the basic qualifications

Qualifications

Soft Skills

• Excellent English communication skills.
• Advanced problem-solving skills and effectively communicate with customers and work groups.
• Preferably can communicate with customers at various technical levels using common terms.
• Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.
• Ability to multi-task and have organizational skills.
• Ability to work under pressure in a positive culture.
• Willingness to work in a Technical account environment.
• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.

Technical Skills

• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc).
• Good understanding of PC components and functionality.
• PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.
• Hardware and Software troubleshooting skills.
• Familiar with software installation.

Experience, Education, Age

• At least 1-2 years of Technical Support and Customer Service experience preferably with basic to intermediate knowledge in troubleshooting (cable, internet, phone services, VOIP) in a call center environment.
• Technical Support experience in a Telco program is required.
• Must demonstrate a strong willingness and enthusiasm for sales and upselling.
• Completed Senior High School or its equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).
• Legal age of employment; at least 18 years old.