Technical Support Representative

Acquire Intelligence; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Acquire Intelligence, a global outsourcer, is seeking a Technical Support Representative in Ortigas Center, Pasig City. You will resolve technical concerns for consumer electronics, deliver clear product guidance, and support customer satisfaction across international clients.

The role requires at least 2 years in technical inbound call support, strong English, troubleshoot skills, and the ability to work on weekends.

Qualifications

• 2+ years of technical inbound call center experience or equivalent.
• Strong customer service orientation with attention to detail.
• Good oral and written English communication skills.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and manage time in a fast-paced environment.

Responsibilities

• Answer inbound calls from customers with questions about consumer electronics.
• Provide accurate product and technical support with excellent service.
• Troubleshoot technical issues involving consumer electronics products.
• Handle warranty-related concerns and general product inquiries.
• Document interactions and issues in Oracle and other internal systems.
• Use knowledge base and tools to access product, troubleshooting, and policy information.

Skills

Customer service orientation

English communication

Problem-solving

Active listening

Multitasking

Windows proficiency

Independent decision making

Weekend shift flexibility

Tools

Oracle

Knowledge Base System

Windows-based systems

Job description

Job Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Technical Support Representative

Program: NexGen PH Site: Onsite – Ortigas Center, Pasig City

Reporting to: Team Lead / Operations Manager

We are an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. As a Technical Support Representative, you will play a vital role in delivering excellent customer experiences by resolving technical concerns, supporting product-related inquiries, and helping drive customer satisfaction and business success.

Tasks and Function

• Answer inbound calls from customers and prospective customers with questions or concerns related to consumer electronics.
• Provide accurate product and technical support while delivering excellent customer service and proper phone etiquette.
• Perform troubleshooting for technical issues involving consumer electronics products.
• Handle warranty-related concerns and general product inquiries.
• Identify priority concerns and elevate issues to the next level of support when appropriate.
• Gather complete customer information, document concerns, and record activities taken in Oracle and other internal systems.
• Utilize the knowledge base and available tools to access product, troubleshooting, and policy information needed for issue resolution.
• Support upselling opportunities where applicable while maintaining a customer-first approach.
• Continuously learn and adapt to new technologies in the consumer electronics market, with focus on audio and video products.
• Maintain professionalism, punctuality, accountability, and a strong sense of ownership in every customer interaction.
• Perform other duties and responsibilities that may be assigned from time to time.

Required Skills: (Must Have)

• At least 2 years of technical inbound call center experience, or equivalent relevant work experience.
• Strong customer service orientation with keen attention to detail.
• Good oral and written English communication skills.
• Strong problem-solving and critical-thinking skills.
• Good judgment and ability to make decisions independently with minimal supervision.
• Strong active listening and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Willingness to work on weekends and shifting schedules.
• Proficiency in Windows-based computer systems.
• Ability to interact with customers professionally and courteously.
• Positive attitude, adaptability, and willingness to learn new workflows and tools.
• Strong performance mindset with focus on customer satisfaction, quality, and KPI achievement.

Preferred Skills: (Nice to Have)

• Knowledge of Bluetooth, Wi-Fi, apps, casting/beaming technology, and home audio systems.
• Experience supporting consumer electronics, especially audio and video products.
• MAC experience.
• Background as a CSAT champion, top performer, or high-performing technical support representative.
• Demonstrated initiative in self-development and continuous learning.

Selling Points / Benefits

• Opportunity to support a highly engaging consumer electronics account.
• Exposure to the latest audio, video, and smart connectivity technologies.
• Strong development opportunity for candidates with technical support experience.
• Dynamic environment for team members who enjoy troubleshooting and customer interaction.

Required Tools / System

• Oracle
• Knowledge Base System
• Windows-based computer systems

What Success Looks Like

• High customer satisfaction scores.
• Excellent customer feedback.
• Consistent achievement of KPIs and performance targets.
• Accurate documentation and efficient issue resolution.
• Strong adherence to quality, attendance, and productivity expectations.

What We Value

• Curious and Clever – Investigate issues thoroughly and identify the best resolution.
• Entrepreneurial Energy – Take ownership of customer concerns and follow through on solutions.
• Fast with Intent – Meet service levels without sacrificing quality and accuracy.
• Laugh and Learn – Stay coachable, continuously improve, and contribute positively to the team.

Join the A-Team and experience the A-Life!