Technical Support Representative

Magellan Solutions Outsourcing Inc.; Mandaluyong; On-site; PHP 268,000 - 379,000; Full time

Benefits offered by this job

Health and wellness initiatives

Training programmes

Career progression opportunities

Job summary

Magellan Solutions Outsourcing Inc. is seeking a technically proficient Technical Support Representative to join our Mandaluyong-based call centre team, serving as the first point of contact for customers with hardware and software issues.

The role is full-time in Mandaluyong City, Metro Manila, offering training, career progression, health and wellness initiatives, and a collaborative environment that values problem-solving and timely resolutions.

Qualifications

• Experience in a technical support or customer service role.
• Ability to explain technical concepts clearly to non-technical users.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding technical issues.
• Diagnose and troubleshoot problems using established protocols and knowledge bases.
• Provide step-by-step guidance to resolve issues and walk customers through solutions.
• Document all interactions in the ticketing system with issues, actions, and resolutions.
• Escalate complex issues when needed.
• Follow up to ensure issue resolution and customer satisfaction.
• Maintain up-to-date product and troubleshooting knowledge.
• Aim for high call handling times, first contact resolution, and customer satisfaction.
• Contribute to technical documentation and support resources.

Skills

Technical support

Customer service

Verbal communication

Documentation

Teamwork

Time management

Problem solving

Education

High school diploma or equivalent

Technical certification/IT coursework preferred

Tools

Ticketing system

Job description

About the role

Magellan Solutions Outsourcing Inc. is seeking a dedicated and technically proficient Technical Support Representative to join our dynamic call centre team. This is a full-time position based in Mandaluyong City, Metro Manila. In this role, you will be the first point of contact for customers experiencing technical issues, providing expert guidance and practical solutions to resolve their problems efficiently. You will play a crucial part in maintaining customer satisfaction and loyalty whilst supporting the seamless operation of our client's technology infrastructure.

Key responsibilities

• Respond promptly to customer inquiries via telephone, email, and chat regarding technical issues and product-related questions
• Diagnose and troubleshoot technical problems, utilising established protocols and knowledge bases to identify root causes
• Provide clear, step-by-step guidance to customers to resolve issues or walk them through solutions
• Document all customer interactions accurately in the ticketing system, including issues reported, actions taken, and resolutions provided
• Escalate complex technical issues to senior technical teams or specialist departments when necessary
• Follow up with customers to ensure their issues have been fully resolved and confirm satisfaction with the support provided
• Maintain up-to-date knowledge of products, services, and technical troubleshooting procedures through continuous learning and training
• Meet or exceed key performance indicators including call handling time, first-contact resolution rate, and customer satisfaction scores
• Contribute to the development of technical documentation and support resources that assist other team members and customers

What we're looking for

• Proven experience in a technical support or customer service role, ideally within a call centre environment
• Strong technical aptitude with the ability to quickly learn software, hardware, and troubleshooting methodologies
• Excellent verbal communication skills, with the ability to explain complex technical concepts in clear, simple terms to non-technical users
• Patient and empathetic approach to problem-solving, remaining calm and professional when handling frustrated customers
• Strong organisational and time management skills, capable of managing multiple customer issues simultaneously
• Proficiency with computer systems, operating systems, and basic networking concepts
• Ability to work effectively within a team whilst also demonstrating self-motivation and independence
• Attention to detail and commitment to accurate documentation and record-keeping
• Flexibility to work shifts as required by the business, including potential evening or weekend availability
• A high school diploma or equivalent qualification; technical certification or tertiary education in IT is preferred but not essential

What we offer

At Magellan Solutions Outsourcing Inc., we are committed to providing a supportive and rewarding work environment. We offer competitive remuneration, comprehensive training programmes to develop your technical and soft skills, and clear pathways for career progression within our organisation. Our team benefits from a collaborative culture where your contributions are recognised and valued. We also provide access to health and wellness initiatives, flexible scheduling options where possible, and ongoing professional development opportunities to help you advance your career in the customer support industry.

About us

Magellan Solutions Outsourcing Inc. is a leading provider of comprehensive business process outsourcing and customer support solutions. With a commitment to delivering exceptional service quality and customer satisfaction, we partner with leading global brands to provide technical support, customer service, and business process management solutions. Our success is built on the expertise and dedication of our talented team members who are passionate about delivering outstanding service to our clients and their customers. We pride ourselves on fostering an inclusive workplace where innovation, teamwork, and professional growth are celebrated and encouraged.