Technical Support Representative

Reliasourcing; Hinoba-an; On-site; PHP 290,000 - 424,000; Full time

Job summary

Reliasourcing in the Philippines is seeking a proactive Technical Support Representative to assist customers with machines, software, and services throughout their journey. You will provide hands-on technical support, guide onboarding and training, and respond to basic sales inquiries to maximize product usage.

The ideal candidate is customer-focused, technically minded, and communicates clearly in English, with experience handling technical escalations and delivering remote or on-site support

Qualifications

• 1–3 years in technical support with hands-on customer assistance.
• Experience troubleshooting hardware and software issues.
• Excellent written and verbal communication; fluent English.

Responsibilities

• Respond to inquiries via phone, email, and messaging.
• Troubleshoot and resolve hardware and software issues.
• Provide remote and on-site support as needed.
• Document issues and resolutions for knowledge base.
• Guide onboarding and training for customers.
• Identify opportunities to improve product usage and adoption.
• Handle basic sales inquiries from leads and customers.

Skills

Tech support exp

Troubleshooting

Communication

Fluent English

Customer focus

Tools

Zendesk

Job description

We are looking for a Technical Support Representative to join our team and be a key point of contact for customers throughout their journey with our machines, software, and services.

In this role, you will provide hands‑on technical support, guide customers through onboarding and training, proactively engage with customers to maximize product usage, and support basic sales inquiries. The ideal candidate is technically minded, customer‑focused, and an excellent communicator who enjoys solving problems and working directly with customers.

Key Responsibilities

Technical Support

• Respond to customer inquiries via phone, email, and messaging channels.
• Troubleshoot and resolve software and hardware-related technical issues.
• Provide remote and, when required, hands‑on technical support.
• Manage and resolve customer escalations in a timely and professional manner.
• Document customer issues, troubleshooting steps, and resolutions.

Customer Onboarding & Training

• Conduct proactive video calls with new customers to support machine onboarding and setup.
• Provide ongoing customer training on machines, software, features, and services.
• Ensure customers are confident and fully equipped to use the products effectively.
• Proactively contact customers based on specific usage or performance indicators.
• Identify opportunities to help customers improve machine usage and adoption.
• Reach out regarding changes or drops in printing activity, feature usage, or other relevant customer activities.
• Help customers get maximum value from the products and services.
• Respond to basic sales inquiries from leads and existing customers.
• Provide information about machines, pods, features, and available services.
• Identify customer needs and, when appropriate, connect them with the relevant sales team.

Requirements & Qualifications

Must Have:

• 1-3 years of experience in technical support, including hands‑on customer support and/or remote technical support.
• Proven experience troubleshooting and resolving hardware and software issues.
• Experience handling technical escalations and customer-facing problem‑solving.
• Excellent written and verbal communication skills.
• Fluent English with the ability to communicate clearly and professionally with customers.
• Strong customer‑service mindset and a proactive approach to problem‑solving.

Nice to Have:

• Experience working in Food & Beverage (F&B), Hospitality, Restaurants, Bars, or related industries.
• Experience using Zendesk Support or similar customer support/ticketing systems.
• Experience supporting connected machines, SaaS products, IoT devices, or other hardware/software solutions.

What We're Looking For

We are looking for someone who is:

• Customer‑focused and empathetic.
• Technically curious and comfortable troubleshooting problems.
• Proactive rather than purely reactive in customer interactions.
• Organized and able to manage multiple customer requests.
• A strong communicator who can explain technical concepts simply.
• Comfortable working independently while collaborating with internal teams.
• Motivated to improve the customer experience and drive product adoption.