Technical Support Advisor — Email & Chat

Helpware; Cebu City; On-site; PHP 320,000 - 520,000; Full time

Job summary

Helpware in the Philippines is seeking a Technical Service Representative (Email and Chat). You will solve complex technical issues, guide customers through solutions, and deliver an exceptional experience across email and chat channels.

The role emphasizes strong English communication, technical troubleshooting experience, and a proactive, customer-focused approach within a fast-paced environment. Training and ongoing development are provided to grow your tech skills.

Qualifications

• Exceptional spoken and written English (C1 or higher).
• Minimum 2 years of professional technical troubleshooting experience.
• Experience supporting customers via email and/or chat.
• Passion for customer service and ownership of the customer experience.
• Ability to tailor communication to different audiences.
• Ability to self-manage in a fast-paced environment.
• Organized, detail-oriented, and able to recognize patterns.
• Thrives in a collaborative, feedback-driven team.
• Ability to research and grasp technical information across multiple tools.
• Eagerness to learn and take on new challenges.

Responsibilities

• You are exceptionally strong in spoken and written English (at least C1).
• Minimum 2 years professional technical troubleshooting expertise or proven technical ability.
• Experience supporting customers via e-mail, and/or chat.
• Passion for customer service and ownership of the customer experience including comprehensive issue resolution.
• Able to effectively tailor communication and style to differing audiences.
• Able to self manage and work independently in a fast-paced, constantly changing environment.
• Organized and detail-oriented, able to recognize patterns.
• Thrives on a team where expertise is shared and feedback is welcomed.
• Able to research and grasp technical information across multiple tools.
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenge.

Skills

English (C1)

Technical troubleshooting

Customer service

Communication skills

Time management

Independent work

Tools

Zendesk

ServiceDesk

Freshdesk

Job description

Helpware in the Philippines is seeking a Technical Service Representative (Email and Chat). You will solve complex technical issues, guide customers through solutions, and deliver an exceptional experience across email and chat channels.

The role emphasizes strong English communication, technical troubleshooting experience, and a proactive, customer-focused approach within a fast-paced environment. Training and ongoing development are provided to grow your tech skills.