Technical Support Agent | Voice, Chat & Email

Acquire Intelligence; Metro Manila; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Value Awards

Internal promotions

Leadership training courses

Job summary

Acquire Intelligence in Ortigas, Pasig City is seeking a Technical Support Agent for the night shift, onsite. You will diagnose product issues, guide customers through troubleshooting steps, and document the outcomes across phone, chat, and email.

You will escalate complex cases, maintain accurate records, and contribute to a strong knowledge base. A background in tech support with a customer focus is preferred.

Qualifications

• At least 1 year of technical support, help desk, product support, or troubleshooting experience in a customer-facing environment.
• Comfortable guiding customers through step-by-step troubleshooting over phone and digital channels.
• Able to document symptoms, troubleshooting actions, and outcomes clearly.

Responsibilities

• Troubleshoot product setup, configuration, usage, and questions across phone/chat/email.
• Ask targeted questions to identify issues and guide customers through steps.
• Record outcomes and escalate when deeper expertise is needed.

Skills

Technical support

Help desk

Troubleshooting

Customer support

Tools

CRM

Ticketing System

Knowledge Base

Job description

Technical Support Agent | Voice, Chat & Email

Ortigas, Pasig City | Night Shift | Onsite | Full Time

If you enjoy figuring out why something isn’t working, this role gives you real problems to solve every day. You’ll diagnose product issues, guide customers through troubleshooting, document the outcome, and elevate cases that require deeper technical expertise.

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 is a strong fit if you enjoy understanding how products work and turning that knowledge into practical customer help. You’ll diagnose the issue, guide the customer through clear troubleshooting steps, confirm the result, record the outcome, and accelerate cases that need additional expertise.

WHAT YOU’LL DO

Troubleshooting

• Assist customers with product setup, configuration, usage, and troubleshooting questions.

• Ask targeted questions to identify the issue and guide customers through logical troubleshooting steps.

• Support customers across phone, chat, and email based on business need.

Documentation

• Create and update support cases with clear issue descriptions, troubleshooting steps, and outcomes.

• Use available knowledge-base articles, process guides, and system information when resolving concerns.

• Maintain complete and accurate customer and case records.

Escalation

• Resolve issues within supported scope and elevate cases that require advanced technical assistance.

• Set clear expectations on next steps and follow-up requirements.

• Follow troubleshooting, quality, documentation, and customer-experience standards.

A BIT ABOUT YOU

Must-Haves

• At least 1 year of technical support, help desk, product support, or troubleshooting experience in a customer-facing environment.

• Comfortable guiding customers through step-by-step troubleshooting over phone and digital channels.

• Able to document symptoms, troubleshooting actions, and outcomes clearly.

Good-to-Haves

• Experience supporting consumer electronics, devices, software, connectivity, home audio, or other technology products.

• Inbound technical call-center experience.

• Experience using CRM, ticketing, case-management, or knowledge-base tools.

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

What are you waiting for? Come for a career, stay for the fun!