Technical Support Representative

MicroSourcing International; Manila; Remote; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company events

Flexible work arrangements

Career growth opportunities

Job summary

MicroSourcing is seeking a Technical Support Representative to engage with customers remotely from the Philippines. You will handle technical support across hardware and software, manage account configuration, and collaborate with cross-functional teams.

The role emphasizes out-of-hours support, fast resolution, and becoming a subject matter expert for product usage. The company highlights inclusive culture, opportunities for career growth, and performance-driven rewards.

Qualifications

• Financial industry experience is required.
• Passionate about customer experience and problem solving.
• Ability to work autonomously yet collaboratively.
• Be able to balance speed, perfection, functionality, cost and customer experience.
• Be an active participant in improving products, services and customer experience.

Responsibilities

• Supporting out-of-hours, day to day engagement with customer base via phone, and email, covering.
• Technical support ranging from hardware and software support to account configuration and management.
• Escalations between operational functions such as Risk and Compliance, and Finance Operations.
• Internal support to other Customer Success Team members to help resolve issues quickly for customers.
• Becoming the subject matter expert and establishing the function's centre of excellence for product usage and support knowledge.
• Hardware fulfilment handling and supply chain support.
• Ship hand over to enable seamless support of customers.
• Escalation of urgent / priority cases on shore during out-of-hours operations.
• Product and service defect escalations to Engineering.
• Product improvement advice and feature request feedback across functionality, CX / UX, public web and funnel leakage.
• Continuous improvement of support operating model design and implementation from systems, data, process to people.

Skills

Financial industry experience

Customer experience

Problem solving

Autonomy

Collaboration

Job description

Job Description

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Representative

Location: Mall of Asia Complex, Pasay City

Work setup & shift: Remote | Shifting

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Role Responsibilities

Knowledge, Support and Operations

• Supporting out-of-hours, day to day engagement with customer base via phone, and email, covering:
  • Technical support ranging from hardware and soware support to account configuration and management
  • Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations
  • Internal support to other Customer Success Team members to help resolve issues quickly for customers
  • Becoming the subject matter expert and establishing the function's centre of excellence for product usage and support knowledge
  • Hardware fulfilment handling and supply chain support
  • Ship hand over to enable seamless support of customers
  • Escalation of urgent / priority cases on shore during out-of-hours operations

Continuous Improvement

• Product and service defect escalations to Engineering
• Product improvement advice and feature request feedback across:
  • Functionality
  • CX / UX
  • Public Web and Funnel leakage identification
  • Continuous improvement of support operating model design and implementation from systems, data, process to people

Qualifications

• Financial industry experience is required
• Passionate about customer experience and problem solving
• Ability to work autonomously yet collaboratively
• Be able to continually balance speed, perfection, functionality, cost and customer experience
• Be an active participant in improving products, services and customer experience

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply