Technical Support Representative

Shinevision Enterprises, Inc.; Davao City; On-site; PHP 223,000 - 391,000; Full time

Job summary

Shinevision Enterprises, Inc. in Davao City is seeking a Technical Support Representative to read and understand customer emails, respond professionally, and handle client phone calls to diagnose IT issues while providing effective phone support.

You will document all interactions in our ticketing system, collaborate with teammates to escalate and resolve complex problems, and participate in remote support sessions (Zoom). Training is provided for VoIP and PBX systems.

Qualifications

• Proven experience as Technical Support Representative or similar role, preferably with VoIP systems.
• Strong knowledge of VoIP protocols, standards, and technologies (e.g., SIP, RTP, codecs).
• Familiarity with network troubleshooting tools and techniques.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team environment.
• Customer-oriented and able to empathize with customer concerns.

Responsibilities

• Read and understand customer email content.
• Reply to emails and respond professionally.
• Handle phone calls from clients, understand IT issues and provide good phone support.
• Document all support interactions and troubleshooting steps in the ticketing system with clear notes.
• Collaborate with other support team members and departments to escalate and resolve complex issues promptly.
• Experience in conducting remote support sessions with the user (Zoom).
• Know when to escalate issues to senior network engineers when beyond scope.
• Learn new technologies fast and be involved in managing VoIP and PBX phone systems (training provided).

Skills

VoIP

SIP/RTP

Codecs

Network troubleshooting

Communication

Teamwork

CCNA (optional)

Linux CLI (optional)

Education

Bachelor's degree in IT/CS or equivalent

Tools

Zoom

Ticketing system

PBX

Job description

Responsibilities:

• Ability to read and understand customer email content

• Ability to reply to emails and reply professionally.

• Ability to handle phone calls from clients, understand the IT issues the client is facing and provide good phone support.

• Document all support interactions and troubleshooting steps in our ticketing system with clear and concise notes.

• Collaborate with other support team members and departments to **escalate** and resolve complex issues promptly.

• Experience in conducting remote support sessions with the user (Zoom)

• Needs to know when to **escalate** issues to senior network engineers when it is beyond their scope

• Ability to learn new technologies fast and be involved in managing telephone VoIP and PBX phone systems (training provided)

Requirements:

• Proven experience as a Technical Support Representative or similar role, preferably with VoIP systems.

• Strong knowledge of VoIP protocols, standards, and technologies (e.g., SIP, RTP, codecs).

• Familiarity with network troubleshooting tools and techniques.

• Excellent communication skills, both written and verbal.

• Ability to work independently and in a team environment.

• Strong problem-solving skills and attention to detail.

• Customer-oriented and able to empathize with customer concerns.

• CCNA (Switching and Routing) knowledge is an added bonus

• Experience with LINUX operating systems (command line) is an added bonus

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.