Technical Chat Support Specialist - First-Call Resolution

FPS Innovation Labs; Philippines; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Job summary

Full Potential Solutions (FPS) in Davao, Philippines, seeks a Technical Chat Support Representative to resolve customer issues, educate users, and deliver first-call resolutions with empathy and technical accuracy.

You will troubleshoot PCs, Macs, mobile devices, networks and email apps, communicating clearly in English while handling multiple tasks and shifts, including evenings and weekends.

Qualifications

• 1–2 years in Technical Support or customer service, preferably call center.
• Experience with cable, internet, VOIP or related tech help is valued.
• Strong willingness for sales upsell is a plus.

Responsibilities

• Listen and attend to customer needs with empathy and rapport.
• Identify concerns via phone, perform basic troubleshooting and maintenance.
• Educate customers on support options and steps to resolution.
• Provide first call resolution while setting expectations and using resources.
• Install, uninstall, and manage software and applications.
• Support devices: PC, Mac, smartphones, tablets; internet concepts; email apps.

Skills

English communication

Problem solving

Multi-tasking

Organizational skills

Work under pressure

Technical account environment

Customer empathy

Remote troubleshooting

Education

Senior High School or equivalent

2nd year college

IT related course preferred

Tools

PC hardware

Mac hardware

Email apps

Job description

Full Potential Solutions (FPS) in Davao, Philippines, seeks a Technical Chat Support Representative to resolve customer issues, educate users, and deliver first-call resolutions with empathy and technical accuracy.

You will troubleshoot PCs, Macs, mobile devices, networks and email apps, communicating clearly in English while handling multiple tasks and shifts, including evenings and weekends.