Technical Support Representative

TELUS Digital Philippines; Makati; Hybrid; PHP 250,000 - 420,000; Full time

Benefits offered by this job

Hybrid work setup (onsite 3-4x per wk)

Job summary

TELUS Digital Philippines is seeking a technically skilled Support/Engineering specialist to handle customer cases across email, chat, and web. You will reproduce issues, contribute to documentation, and provide actionable guidance for Level 2 and higher teams, while working in a hybrid setup at McKinley Exchange in Manila.

The role emphasizes strong debugging, clear customer communication, and collaboration with product, engineering, and operations teams to improve tools, processes, and

Qualifications

• Strong technical troubleshooting and root-cause analysis.
• Ability to craft short, self-contained code examples to reproduce issues.
• Clear customer communications and explain next steps.
• Working knowledge of coding and debugging tools.
• Ability to understand and follow structured support processes.

Responsibilities

• Answer and resolve technical support cases via email, chat, and web within targets.
• Maintain high customer satisfaction through clear communication and troubleshooting.
• Refer customers to accurate product resources and docs.
• Follow processes for case handling, escalations, routing, and bug filing.
• Reproduce issues with clear steps and provide minimal code samples for bugs.

Skills

Troubleshooting

Code examples

Customer communication

Development tools

Bug investigation

Support processes

Collaboration

Initiative

Process improvement

Coaching/leadership

Tools

Chrome DevTools

Job description

About the role

Join our Technical Support team at the McKinley Exchange site and help drive customer success for platform customers. In this customer-facing role, you will provide technical support through cases, chat, consults, escalations, and issue management while contributing to product quality, team efficiency, and continuous improvement.

Key responsibilities

• Answer and resolve technical support cases through email, chat, and web while meeting response and resolution targets.
• Maintain a high level of customer satisfaction through clear communication, empathy, structured troubleshooting, and practical workarounds.
• Build familiarity with product documentation and direct customers to accurate resources.
• Follow established processes for case handling, escalations, hand-offs, bug filing, case routing, and root-cause categorisation.
• Reproduce customer issues and file effective bugs with clear reproduction steps and minimal code samples.
• Submit product and documentation bugs and feature requests through established processes.
• Provide clear and actionable consults for Level 2 and higher support teams.
• Support customers at scale through platforms such as Stack Overflow and public issue trackers.
• Use Chrome Developer Tools and the JavaScript console to investigate errors on customer websites.
• Make incremental improvements to knowledge base and public documentation.
• Share feedback that helps improve tools, processes, documentation, and products.
• Contribute to team development by supporting fellow teammates and cross-functional partners.

What we're looking for

• Strong technical troubleshooting skills and the ability to identify root causes.
• Ability to create short, self-contained, correct code examples that reproduce customer issues or demonstrate expected API behaviour.
• Ability to write clear customer communications and explain technical next steps.
• Working knowledge of coding, development tools, demos, and bug investigation.
• Ability to understand and follow structured support processes.
• Initiative, collaboration, and a willingness to help teammates and partners outside the team.
• Interest in driving positive change across tools, processes, and products.
• Strong coaching, leadership, communication, and phone support skills. Work hours: 7AM to 4PM (Manila Time) Work set-up: Hybrid (3-4x onsite/week)