Technical Services Support Executive

Adventure Consultancy Solutions Philippines Inc.; Makati; On-site; PHP 335,000 - 614,000; Full time

Job summary

Adventure Consultancy Solutions Philippines Inc. is seeking a technically skilled support specialist to serve as the primary contact for client technical concerns.

You will diagnose issues, manage user accounts, and maintain accurate records while delivering a professional service to international clients. You will guide users in data retrieval, system queries, and platform capabilities, and assist with e-commerce setups, payment gateway integrations, and merchant onboarding.

Qualifications

• Bachelor's degree in IT or related field.
• 1–2 years of experience in Technical Support, Application Support, Technical Account Management, or similar customer-facing technical role supporting international clients.
• Experience in FinTech, Financial Services, Insurance, SaaS, BPO, or E-commerce is desirable.
• Strong troubleshooting and analytical skills with the ability to identify practical solutions.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
• Proficient in Google Workspace and Microsoft Office applications.
• High attention to detail with excellent organizational and time management skills.
• Comfortable managing multiple priorities in a fast-paced environment.
• Customer-focused with a proactive and collaborative approach to problem-solving.
• Strong interpersonal skills with the ability to build productive working relationships across teams.
• Demonstrates ownership, accountability, adaptability, and a commitment to continuous learning.
• Experience supporting payment gateways, merchant onboarding, integrations, or e-commerce platforms is an advantage.

Responsibilities

• Act as the primary point of contact for client technical concerns received through phone, email, and chat.
• Diagnose and resolve first-level technical issues while delivering a professional support experience.
• Manage user administration, including account creation, deactivation, access management, and password resets.
• Accurately process data requests and maintain system records while ensuring data integrity.
• Generate reports based on client requirements and predefined templates.
• Guide clients in retrieving data, running basic system queries, and understanding platform functionality.
• Support the setup, configuration, and maintenance of e-commerce platforms, including payment gateway integration and merchant onboarding.
• Process financial transactions such as refunds, reversals, rebills, captures, and chargebacks in accordance with company policies and compliance standards.
• Coordinate technical concerns requiring advanced support with internal teams, third-party vendors, and external partners to ensure timely resolution.
• Assist with system configuration, predefined integrations, and implementation activities to support successful client onboarding.
• Troubleshoot minor integration and connectivity issues while escalating complex cases when necessary.
• Maintain accurate documentation of all customer interactions, troubleshooting activities, and resolutions within the ticketing system.
• Build and maintain strong client relationships by providing responsive, knowledgeable, and solution-oriented support.
• Continuously expand your knowledge of our products, payment technologies, supported platforms, and industry best practices.
• Identify opportunities to improve internal processes, service delivery, and the overall client experience.
• Perform other responsibilities assigned by management in support of business objectives.

Skills

Troubleshooting

Communication

Time management

Customer-focused

Cross-team collaboration

Education

Bachelor's degree in IT or related field

Tools

Google Workspace

Microsoft Office

Job description

ROLE OVERVIEW

• Act as the primary point of contact for client technical concerns received through phone, email, and chat.

• Diagnose and resolve first-level technical issues while delivering a professional support experience.

• Manage user administration, including account creation, deactivation, access management, and password resets.

• Accurately process data requests and maintain system records while ensuring data integrity.

• Generate reports based on client requirements and predefined templates.

• Guide clients in retrieving data, running basic system queries, and understanding platform functionality.

• Support the setup, configuration, and maintenance of e-commerce platforms, including payment gateway integration and merchant onboarding.

• Process financial transactions such as refunds, reversals, rebills, captures, and chargebacks in accordance with company policies and compliance standards.

• Coordinate technical concerns requiring advanced support with internal teams, third-party vendors, and external partners to ensure timely resolution.

• Assist with system configuration, predefined integrations, and implementation activities to support successful client onboarding.

• Troubleshoot minor integration and connectivity issues while escalating complex cases when necessary.

• Maintain accurate documentation of all customer interactions, troubleshooting activities, and resolutions within the ticketing system.

• Build and maintain strong client relationships by providing responsive, knowledgeable, and solution-oriented support.

• Continuously expand your knowledge of our products, payment technologies, supported platforms, and industry best practices.

• Identify opportunities to improve internal processes, service delivery, and the overall client experience.

• Perform other responsibilities assigned by management in support of business objectives.

QUALIFICATIONS

• Bachelor's degree in IT or other relevant degree

• 1–2 years of experience in Technical Support, Application Support,Technical Account Management, or a similar customer-facing technical role supporting international clients.

• Experience within the FinTech, Financial Services, Insurance, SaaS, BPO, or E-commerce industries is highly desirable.

• Strong troubleshooting and analytical skills with the ability to identify practical solutions.

• Excellent verbal and written communication skills with the ability to explain technical concepts clearly.

• Proficient in Google Workspace and Microsoft Office applications.

• High attention to detail with excellent organizational and time management skills.

• Comfortable managing multiple priorities in a fast-paced environment.

• Customer-focused with a proactive and collaborative approach to problem-solving.

• Strong interpersonal skills with the ability to build productive working relationships across teams.

• Demonstrates ownership, accountability, adaptability, and a commitment to continuous learning.

• Experience supporting payment gateways, merchant onboarding, integrations, or e-commerce platforms is an advantage.