Technical Customer Support - Night Shift, Ortigas

Acquire Intelligence; Metro Manila; On-site; PHP 300,000 - 360,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic yearly kick-off parties

Value Awards recognition

Career growth with internal promotions

Meaningful work with supportive teams

14th Month Pay after 5 years

Employee Referral Program

24 PTO credits annually

Paid Birthday Leave

Job summary

Acquire Intelligence is seeking a Technical Customer Support Associate in Ortigas for a night-shift, onsite, full-time role. You will diagnose technical concerns, guide customers through practical fixes, and maintain detailed case notes while escalating complex issues as needed.

The role emphasizes balancing technical reasoning with friendly, clear customer communication and rigorous documentation to ensure smooth handoffs and resolution.

Qualifications

• Experience troubleshooting customer-facing technical issues in BPO/help desk/product-support/software-support environments.
• Clear, effective customer communication is essential.
• Strong documentation and system-navigation skills are required.

Responsibilities

• Understand the problem by gathering details and clarifying symptoms.
• Guide the solution with step-by-step troubleshooting using approved guides and knowledge resources.
• Document all actions, outcomes, and escalate complex cases with complete context.

Skills

Troubleshooting

Customer communication

Documentation

Night shift onsite

Job description

Technical Customer Support Associate

Ortigas | Night Shift | Onsite | Full Time

Use both your people skills and technical curiosity to help customers get products, devices, or applications working again. You’ll investigate technical concerns, guide customers through practical fixes, keep case notes complete, and connect complex issues to the right next level of support.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

This role sits where customer service and troubleshooting meet, making it a good fit if you enjoy both problem solving and explaining solutions clearly. You’ll gather the right context, test the most likely fixes with the customer, confirm what changed, record the outcome, and elevate cleanly when the issue needs additional expertise.

WHAT YOU’LL DO

Understand the Problem

• Listen to the customer’s technical concern and gather the details needed to troubleshoot effectively.

• Clarify symptoms, setup, timing, and other relevant information.

• Review available support information before recommending a fix.

Guide the Solution

• Walk customers through practical troubleshooting steps in clear language.

• Use approved guides, knowledge resources, or system information to support the investigation.

• Confirm the result and explain the next step if the issue remains unresolved.

Document & Handoff

• Keep complete notes on the issue, steps taken, and outcome.

• Escalate complex cases with enough information for the next team to continue efficiently.

• Maintain professional follow-through across open customer cases.

A BIT ABOUT YOU

Must-Haves

• Experience troubleshooting customer-facing technical issues in a BPO, help desk, product-support, software-support, or similar environment.

• Can balance technical reasoning with clear customer communication.

• Strong documentation and system-navigation skills.

• Comfortable working onsite at night.

Good-to-Haves

• Cross-channel support experience across voice, chat, or email.

• Exposure to consumer products, applications, SaaS, connectivity, hardware, or device support.

• Experience with escalation workflows and technical case notes.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

1. HMO coverage for you and your family

2. Epic Yearly Kick-Off Parties with major giveaways

3. Recognition through our Value Awards — we celebrate your wins

4. Real career growth with opportunities for internal promotions

5. Meaningful work with talented and supportive teams

Your future matters:

1. 900+ internal promotions every year

2. Access to 2,700+ leadership training courses

Extra rewards along the way:

1. 14th Month Pay after 5 years of continuous service

2. Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

1. 24 Paid Time-Off Credits annually, with leave credits convertible to cash

2. Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions

Entrepreneurial Energy: Think like an owner. Solve like a founder

Fast with Intent: We move fast and deliver real results

Laugh and Learn: We don’t take ourselves too seriously, just our results