Technical Support Representative

Talent Outsourcing Channel Solutions; Davao del Sur; On-site; PHP 201,000 - 335,000; Full time

Benefits offered by this job

Health insurance options

Performance incentives

Employee recognition programmes

Career advancement

Job summary

Talent Outsourcing Channel Solutions is seeking a dedicated Technical Support Representative in Davao City to deliver timely technical assistance to clients and end-users. You will troubleshoot issues, guide users remotely, and document interactions in the ticketing system to ensure quick solutions and customer satisfaction.

Ideal candidates have a high school diploma with IT certifications preferred, proven help desk experience, strong communication skills, and the ability to manage multiple

Qualifications

• High school diploma or equivalent; IT certification preferred.
• Experience in a help desk or customer support environment.
• Strong troubleshooting and communication skills.
• Proficiency with ticketing systems, remote support tools, and multiple OS.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Respond to customer technical inquiries via phone, email, chat, and ticketing systems.
• Troubleshoot and diagnose technical issues with step-by-step guidance.
• Document all interactions and resolutions in the ticketing system.
• Escalate complex issues to senior staff when needed.
• Provide remote assistance using remote desktop tools.

Skills

Technical support experience

Troubleshooting skills

Communication skills

Ticketing systems

Remote support tools

OS proficiency

Customer service excellence

Multitasking

Attention to detail

Willingness to learn

Education

High school diploma or equivalent

IT certification preferred

Tools

Remote desktop tools

Ticketing systems

Windows

Mac

Linux

Job description

About the role

Talent Outsourcing Channel Solutions is seeking a dedicated and customer-focused Technical Support Representative to join our growing team in Davao City, Davao del Sur. This is a full-time position that plays a critical role in delivering exceptional technical support to our clients and end-users. As a Technical Support Representative, you will be the frontline of our support operations, providing timely assistance and resolving technical issues to ensure customer satisfaction and business continuity. This role is essential to maintaining our reputation for excellence and building long-term relationships with our valued clients.

Key responsibilities

1. Respond to customer technical inquiries via phone, email, chat and ticketing systems in a timely and professional manner
2. Troubleshoot and diagnose technical issues, providing step-by-step guidance to resolve problems efficiently
3. Document all customer interactions and technical resolutions in the support ticketing system with detailed notes
4. Escalate complex or unresolved issues to senior technical staff or specialist teams when necessary
5. Provide remote assistance using remote desktop tools and other support software to resolve technical problems
6. Follow established procedures and best practices to ensure consistent and quality service delivery
7. Maintain accurate records of customer issues, resolutions and follow-up actions
8. Proactively identify recurring issues and recommend improvements to prevent future problems
9. Support the onboarding of new customers by providing technical guidance and setup assistance
10. Collaborate with other team members and departments to resolve complex technical challenges

What we're looking for

1. High school diploma or equivalent; a relevant IT certification (such as CompTIA A+, Network+, or Microsoft Certified Associate) is preferred
2. Proven experience providing technical support in a help desk or customer support environment
3. Strong troubleshooting skills with the ability to diagnose and resolve technical issues methodically
4. Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple terms
5. Proficiency with ticketing systems, remote support tools and common operating systems (Windows, Mac, Linux)
6. Customer service excellence with a commitment to achieving high levels of customer satisfaction
7. Patience and empathy when dealing with frustrated or non-technical users
8. Ability to manage multiple tasks and prioritise workload in a fast-paced environment
9. Strong attention to detail and organisational skills
10. Willingness to learn new technologies and systems continuously
11. Experience with network troubleshooting, hardware support or software installation is advantageous

What we offer

At Talent Outsourcing Channel Solutions, we are committed to supporting the professional development and wellbeing of our team members. We offer competitive remuneration packages, opportunities for career advancement and skills development through regular training programmes. Our company culture emphasises collaboration, continuous learning and recognition of employee achievements. We provide a supportive work environment where your contributions are valued, and we encourage a healthy work-life balance. We invest in our employees' success and are dedicated to creating an inclusive workplace where everyone can thrive.

• competitive remuneration packages
• opportunities for career advancement and skills development through regular training programmes
• health insurance options
• performance incentives
• employee recognition programmes

About us

Talent Outsourcing Channel Solutions is a leading IT support and outsourcing services provider dedicated to delivering high-quality technical solutions and customer support. With a focus on excellence, innovation and customer satisfaction, we partner with organisations across various industries to provide reliable technical support and IT services. Our mission is to enable our clients to focus on their core business whilst we handle their technical needs. We are committed to building a talented, motivated workforce that shares our values of professionalism, integrity and continuous improvement. Based in Davao City, we serve a diverse client base and are proud of the strong relationships we have built through consistent delivery of outstanding service.