Technical Support Agent

HRTX; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

HRTX is seeking a Technical Support Agent in the Philippines to deliver timely, expert advice and act as the first line of assistance for customers. You will prioritize cases and respond quickly, using written and verbal communication to resolve complex technical issues.

The role requires a B.S. in Computer Science and 1–3 years in customer-focused support, with preference for multilingual candidates and familiarity with Medallia or Salesforce Service Cloud.

Qualifications

• Graduate of B.S. Computer Science or similar degree.
• 1–3 years of experience in a customer-focused, support environment.
• Proven track record of driving change to improve customer experience.
• Foreign language fluence preferred (Spanish, Mandarin, Japanese, Korean).

Responsibilities

• Delight customers by providing timely, expert advice.
• Act as the first level of support for questions, issues, and common tasks.
• Prioritize cases and respond to inquiries with speed and precision.
• Use written and verbal communication to resolve complex, technical issues.
• Carry out ad hoc tasks associated with Technical Support Agent duties.

Skills

Customer support

Written & verbal communication

Prioritization

Learning on the fly

Education

B.S. Computer Science

Tools

Medallia

Salesforce Service Cloud

Job description

• Delight customers by providing timely, expert advice
• Act as the first level of support for questions, issues, and common tasks
• Prioritize cases and respond to inquiries with speed and precision
• Use written and verbal communication to resolve complex, technical issues
• Carry out ad hoc tasks or activities associated with the Technical Support Agent functions and/or tasks within the capability and pay grade of the Technical Support Agent as may be assigned.

Job Requirements and Credentials:

• Graduate of B.S. Computer Science or similar degree
• Minimum 1-3 years of experience in a customer-focused, support environment
• Proven track record of driving change focused on improving the customer experience
• Foreign language fluence preferred (Spanish, Mandarin, Japanese, Korean)
• Experience with Medallia and Salesforce.com Service Cloud knowledge a plus
• Ability to learn on the fly and prioritize conflicting tasks