Technical Support Representative

NightOwl Consulting; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

NightOwl Consulting is seeking a customer support specialist in the Philippines to respond to inquiries via phone, email, and chat, diagnose and troubleshoot software issues, and provide clear, step-by-step resolutions. The role includes onboarding customers, collaborating with product teams, and maintaining product knowledge.

You will document interactions in the ticketing system, escalate complex problems, and contribute to FAQs and knowledge base articles to improve support quality.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers.
• Provide clear, step‑by‑step instructions to customers to resolve software-related issues.
• Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
• Document customer interactions and technical issues in our support ticketing system.
• Assist customers with onboarding and training on our software products.
• Collaborate with the product development team to communicate customer feedback and potential improvements.
• Maintain up-to-date knowledge of our software products and services.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Tools

Ticketing system

Job description

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers.
• Provide clear, step‑step instructions to customers to resolve software-related issues.
• Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
• Document customer interactions and technical issues in our support ticketing system.
• Assist customers with onboarding and training on our software products.
• Collaborate with the product development team to communicate customer feedback and potential improvements.
• Maintain up-to-date knowledge of our software products and services.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.