Technical Support Representative

Lofty; Manila; On-site; PHP 223,000 - 391,000; Full time

Job summary

Lofty in Manila is seeking a Technical Support Representative to provide technical and service assistance for the Lofty platform. You will resolve inquiries via email, phone and chat, guiding users with product knowledge and available help centers.

You will coordinate with engineering using JIRA and Confluence, follow up within 3 days on unresolved tickets, and occasionally upsell add-ons. Night shifts onsite are required.

Qualifications

• 1 year or more experience in Technical Support or TSR roles.
• Able to assist users with Lofty platform via email, phone and chat.
• Comfortable using help centers, Confluence and JIRA for issue tracking.

Responsibilities

• Resolve client issues via email, calls and chats with product knowledge.
• Guide users by referencing product docs, help center and Confluence.
• Serve as the liaison between client and JIRA when tickets are created.
• Follow up on unresolved tickets within the agreed SLA; ensure timely resolution.
• Answer inbound calls and upsell relevant Lofty add-ons when appropriate.

Skills

Technical support

Customer service

Communication skills

Troubleshooting

Tools

JIRA

Confluence

Job description

Description

As a Technical Support Representative, your main role is to provide technical/service assistance and answers users questions, assisting users by guiding or educating them on how to use our Lofty platform.

• Resolve all issues sent by the client through email, call and chat.
• Should best resolve it with product knowledge or help center.
• Responsible being the middle person between the client and teach if JIRA is created.
• Follow ups on the client for all unresolved tickets.
• Responsible for answering inbound calls.
• Should best resolve it with product knowledge, help center, Confluence.
• Follow up on JIRA within 3 days - delivery of resolution or following up with the client.
• From time to time, be able to upsell leaden or add on.

Job Type

Full-time

Requirements

At least 1 year relevant experience in TSR

Willing to do onsite work and night shift