Technical Support Representative

empleyado, Inc.; Philippines; Hybrid; PHP 180,000 - 240,000; Full time

Job summary

empleyado, Inc. is seeking a Technical Support Representative in Ortigas (Pasig City), Philippines. The role is hybrid, with Monday to Friday shifts, and involves assisting users with hardware, software, and systems issues.

The ideal candidate has a degree in computer science or related field and strong communication and analytical skills. Fresh graduates are welcome to apply and training will be provided to handle calls, chats, emails, and other inquiries.

Qualifications

• Bachelor's/College Degree in Computer Science or related field preferred.
• 1 year of experience in customer technical support preferred; fresh graduates are welcome.
• Excellent verbal and written communication skills.
• Ability to explain technical issues to technical and nontechnical users.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.

Responsibilities

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries.
• Consults with users to determine steps to resolve problems.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes.
• Collaborates with staff to research and resolve problems.
• Arranges service by vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Skills

Customer service

Communication

Problem solving

Technical troubleshooting

Education

Bachelor's/College Degree in Computer Science or related field

Tools

Microsoft Office Suite

Job description

Technical Support Representative

• Ortigas, Pasig City
• Hybrid
• Monday to Friday

Description

The Technical Support Representative provides timely technical assistance to users by addressing inquiries and resolving issues related to computer hardware, software, and systems. This role involves troubleshooting problems, guiding users through solutions, and ensuring a smooth and productive user experience.

Key Responsibilities

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.
• And other tasks assigned.

Qualifications

• Bachelor's/College Degree in Computer Science or related field preferred.
• Preferably at least 1 year of experience in customer technical support, but fresh graduates are also welcome to apply.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.