Technical Support Representative

Helpware Inc; Cebu City; Presencial; PHP 279.000 - 391.000; Jornada completa

Descripción de la vacante

Helpware Inc. is expanding its Philippines team and seeking a Technical Service Representative to assist customers by email and chat. You will diagnose technical issues, guide users through solutions, and ensure a high-quality customer experience while balancing multiple inquiries.

Strong English, fast learning, and patience are essential for success. The role emphasizes problem solving, clear communication, and ownership of the customer journey in a dynamic tech-support environment.

Formación

• 2+ years professional technical troubleshooting experience.
• Experience supporting customers via e-mail or chat.
• Excellent English communication skills.
• Ability to self-manage and work independently in a fast-paced environment.
• Organized and detail-oriented with pattern recognition.

Responsabilidades

• Assist customers with technical issues via e-mail and chat.
• Explain solutions step by step with patience and clarity.
• Prioritize and manage multiple conversations across systems.
• Provide an exceptional customer experience while resolving issues.

Conocimientos

English (C1)

Technical troubleshooting

Email/Chat support

Customer service ownership

Time management

Independent / self-motivated

Herramientas

Zendesk

ServiceDesk

Freshdesk

Descripción del empleo

Technical Service Representative (Email and Chat)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Philippines team is growing and we're looking for Technical Support Representatives to join us.

Position Summary:

If you're a problem solver and have ease in connecting with customers, this is the role for you!

You exceed their expectations with your guidance, knowledge, and real passion for technology.

You're enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You're not only here to help fix technical issues, but also provide an incredible customer experience.

Communication Skills:

• 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

Plus, but not required:

• Good knowledge of Office 360, especially excel.
• Experience with Zendesk, ServiceDesk or Freshdesk
• Able to meet minimum typing speed of 40 WPM while chatting with customers
• Interested in the Production on Demand / Print on demand and software as a service