Technical Support Representative

Hammerjack Pty Ltd; Philippines; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Engaging electronics account

Exposure to latest tech

Professional development

Dynamic team environment

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Technical Support Representative to resolve technical concerns and support product inquiries for consumer electronics. You will deliver excellent customer experiences, document problems, and work with internal systems to resolve issues promptly.

Qualifications include 2+ years in tech inbound support, strong English communication, and ability to multitask in a fast-paced onsite role at Ortigas Center, Pasig City.

Qualifications

• At least 2 years of technical inbound call center experience or equivalent.
• 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.
• Strong active listening and interpersonal skills.
• Able to multitask, prioritize, and manage time in a fast-paced environment.
• Willingness to work on weekends and shifting schedules.
• Proficiency in Windows-based computer systems.
• Interact with customers professionally and courteously.

Responsibilities

• Answer inbound calls from customers with questions or concerns about consumer electronics.
• Provide accurate product and technical support with strong customer service.
• Troubleshoot technical issues in consumer electronics products.
• Handle warranty-related concerns and general product inquiries.
• Escalate priority issues to the next support level when needed.
• Document customer information and actions in Oracle and other systems.
• Use knowledge base tools to access product, troubleshooting, and policy info.
• Support upselling opportunities while keeping a customer-first approach.
• Learn new technologies in the consumer electronics market, focusing on audio and video products.
• Maintain professionalism, punctuality, accountability, and ownership in interactions.

Skills

Technical support

Customer service

English communication

Problem solving

Independent decisions

Active listening

Multitasking

Weekend shifts

Windows basics

Professional conduct

Learning mindset

Tools

Oracle

Knowledge base

Windows systems

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 escalat issues to the next level of support when appropriate.
• Gather complete customer information, document concerns, and record actions 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!