Technical Support Representative

Konektao Global BPO Corporation; Manila; Presencial; PHP 240 000 - 360 000; Tempo integral

Resumo da oferta

Konektao Global BPO Corporation is seeking a customer-focused Technical Support Representative to assist users with technical issues across products, software, platforms, or services. The role combines strong troubleshooting with excellent communication and customer service skills.

The ideal candidate has experience in technical support or help desk environments, strong problem-solving abilities, and fluency in English.

Qualificações

• Previous technical support, help desk, customer support, or related experience.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal English communication skills.
• Experience supporting U.S.-based or international customers is preferred.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, Jira, or similar platforms is an advantage.
• Comfortable learning new software and technical systems.
• Ability to explain technical concepts clearly to non-technical users.

Responsabilidades

• Respond to customer technical inquiries through email, chat, phone, or ticketing systems.
• Diagnose and troubleshoot common technical issues.
• Guide customers through step-by-step solutions.
• Document customer interactions and troubleshooting activities.
• Escalate complex technical issues to the appropriate team.
• Follow up with customers to ensure issues are resolved.
• Maintain accurate records within ticketing or CRM systems.
• Identify recurring technical issues and communicate trends to internal teams.
• Maintain knowledge of products, systems, and troubleshooting procedures.

Conhecimentos

Troubleshooting

Customer service

English communication

Technical terminology

Learning agility

Explain technical concepts

Remote collaboration

Ferramentas

Zendesk

Freshdesk

Jira

Descrição da oferta de emprego

About the role

We are looking for a customer-focused Technical Support Representative to assist users with technical issues related to products, software, platforms, or services. The ideal candidate combines strong troubleshooting abilities with excellent communication and customer service skills.

Key responsibilities

• Respond to customer technical inquiries through email, chat, phone, or ticketing systems.
• Diagnose and troubleshoot common technical issues.
• Guide customers through step-by-step solutions.
• Document customer interactions and troubleshooting activities.
• Escalate complex technical issues to the appropriate team.
• Follow up with customers to ensure issues are resolved.
• Maintain accurate records within ticketing or CRM systems.
• Identify recurring technical issues and communicate trends to internal teams.
• Maintain knowledge of products, systems, and troubleshooting procedures.

About you

• Previous technical support, help desk, customer support, or related experience.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal English communication skills.
• Experience supporting U.S.-based or international customers is preferred.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, Jira, or similar platforms is an advantage.
• Comfortable learning new software and technical systems.
• Ability to explain technical concepts clearly to non-technical users.