Technical Support Representative

FPS Innovation Labs; Davao City; On-site; PHP 201,000 - 312,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth

Job summary

FPS is expanding its Technical Support team in Davao City, Philippines. The role focuses on resolving customer issues with empathy, educating users on support options, and achieving first-call resolutions across devices and software.

The ideal candidate has 1–2 years in tech support or call center environments, with strong English communication and the ability to work a shifting schedule including evenings and weekends.

Qualifications

• At least 1–2 years in technical support and customer service, preferably in a call center
• Technical support experience in a Telco program required
• Willingness to work in shifts including evenings, nights, weekends and holidays
• Legal age of employment; at least 18 years old
• Completed Senior High School or equivalent (2nd year college) may be considered

Responsibilities

• Listen and address customer needs with empathy, aiming for first-call resolution.
• Perform basic troubleshooting of cables, internet, VOIP, and devices.
• Educate customers on support options and steps taken to resolve issues.
• Ensure confidentiality and set expectations while using available resources.
• Install, manage, and troubleshoot software and applications as needed.
• Assist with devices: PC, Mac, smartphones, tablets.
• Explain internet concepts and security basics to customers.
• Support email clients (Outlook, Gmail, Yahoo, etc.) and organize emails.

Skills

English communication

Problem solving

Customer communication

Multi-tasking

Organizational skills

Work under pressure

Technical account environment

Shifting schedule

Education

Senior High School or equivalent

IT-related course (preferred)

Job description

Operations

• Davao, Philippines

Technical Support Representative

Join us as a Technical Support Rep! Use your tech skills to resolve issues, educate customers, and ensure first-call resolutions. Thrive in a role that values expertise and empathy!

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

As a Technical Support Representative, you will address customer needs and concerns with empathy, resolving issues related to troubleshooting, system functions, and installations. Your role involves educating customers on support options, aiming for first call resolution while maintaining confidentiality. Proficiency with various devices, internet navigation, and email management is essential for success in this role.

Duties And Responsibilities

• Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Be able to identify customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.
• Educate the customer’s support options and steps being taken to resolve the issue.
• Ensures to provide first call resolution with confidentiality to customers concerns and properly set expectations while utilizing available resources.
• Managing, installing, uninstalling, application programs and software.
• Experience with the following devices:
  • Personal computer (PC) or Apple Mac computer
  • Smartphones, Digital Music Players, Tablets
  • Music downloading and organizing
• Understanding of internet concepts and features:
  • Navigation to web addresses
  • Internet security, secured connection - SSL
  • Manage usernames and passwords for multiple sites
  • Search engines, concepts, words, and the ability to search the internet for specific information in a timely manner
• Email application functionality including:
  • Access and navigate, as well as full feature use of web based email applications (Outlook, Gmail, Yahoo, Comcast, other ISP provided/hosted email)
  • Ability to organize email, maintain folders, manage attachments and downloads. In addition to the basic qualifications

Qualifications

Soft Skills

• Excellent English communication skills.
• Advanced problem-solving skills and effectively communicate with customers and work groups.
• Preferably can communicate with customers at various technical levels using common terms.
• Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.
• Ability to multi-task and have organizational skills.
• Ability to work under pressure in a positive culture.
• Willingness to work in a Technical account environment.
• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.

Technical Skills

• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc).
• Good understanding of PC components and functionality.
• PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.
• Hardware and Software troubleshooting skills.
• Familiar with software installation.

Experience, Education, Age

• At least 1-2 years of Technical Support and Customer Service experience preferably with basic to intermediate knowledge in troubleshooting (cable, internet, phone services, VOIP) in a call center environment.
• Technical Support experience in a Telco program is required.
• Must demonstrate a strong willingness and enthusiasm for sales and upselling.
• Completed Senior High School or its equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).
• Legal age of employment; at least 18 years old.

Department Operations Role Agent Locations

Davao, Philippines