Technical Support Representative

UnifyCX; Quezon City; On-site; PHP 401,760 - 558,000; Full time

Job summary

A leading business consulting firm in Quezon City is seeking a Technical Support Representative to assist customers with technical issues related to their products. You will guide users through troubleshooting processes and provide exceptional support. The ideal candidate has 3+ years of contact center experience and strong technical problem-solving skills, along with excellent communication abilities to educate clients on solutions and best practices.

Qualifications

• 3 years of contact center experience, preferably telecom or technology support.
• Above-average technical aptitude with proven experience in support or help desk roles.
• Strong interest in troubleshooting hardware, software, and networking issues.

Responsibilities

• Respond to business customer technical inquiries efficiently.
• Guide customers through step-by-step troubleshooting processes.
• Utilize remote access tools to diagnose and resolve technical issues.

Skills

Problem-solving

Technical aptitude

Communication skills

Analytical skills

Customer service experience

Education

High School diploma or equivalent

IT certifications (e.g., CompTIA A+, Microsoft Certified Professional)

Tools

Remote desktop tools

Job description

Technical Support Representative

UnifyCX, Quezon City, National Capital Region, Philippines

Job Summary: The B2B Technical Service Agent will assist our business customers with technical issues related to our products or services. Expertise in troubleshooting, problem‑solving, and clear communication are essential to deliver exceptional technical support and ensure customer satisfaction and issue resolution. The role also drives service‑to‑sales outcomes by presenting new solutions when applicable.

Key Responsibilities

• Technical Support: Respond to business customer technical inquiries that may be causing significant business disruption and loss of revenue. Provide assistance through phone, e‑mail, and chat to diagnose and resolve issues efficiently.
• Issue Analysis: Gather detailed information and approach resolution with tenacity and urgency, taking an owner’s mindset to ensure the business is fully operational at call conclusion.
• Troubleshooting: Guide customers through step‑by‑step troubleshooting processes to identify and resolve technical problems, offering clear instructions adjusted to the customer’s technical proficiency.
• One‑Call Resolution: Utilize remote access tools to diagnose and resolve complex technical issues, minimizing disruption to the customer’s workflow.
• Enhance Customer Experience: Recommend additional products or services, such as speed tier upgrades, Optimum Mobile, Fiber, and other Optimum solutions, supporting Service‑to‑Sales initiatives.
• Continued Education: Learn through provided training (digital & instructor‑led) and peer‑to‑peer engagement to progress from lower‑ to higher‑complexity customer needs, continually developing soft skills for greater empathy and satisfaction.
• Product Knowledge: Embrace training and self‑study to deepen knowledge and improve customer outcomes.
• Documentation: Record customer interactions, issues, and solutions accurately in the ticketing system and maintain a knowledge base of common problems and solutions.
• Escalation: Follow the specified escalation process for immediate customer resolution.
• Customer Education: Educate customers on best practices, software updates, and preventive measures to avoid future issues and repeat calls.
• Quality Assurance: Adhere to all Quality Assurance specifications and maintain a high adherence level.

Qualifications

• High School diploma or equivalent; some college preferred. IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) or IT hobbyist experience are a plus.
• 3 years of contact center experience (preferably telecom or technology support) and at least 2 years working with business customers.
• Above‑average technical aptitude with proven experience in support, help desk, or related roles.
• Strong interest in troubleshooting hardware, software, and networking issues.
• Excellent problem‑solving and analytical skills.
• Effective in positioning new products and meeting Service‑to‑Sales goals.
• Familiarity with remote desktop tools and software.
• Outstanding written and verbal communication skills.
• Ability to explain technical concepts to non‑technical users.
• Demonstrated empathy and active listening skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast‑paced environment.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of U.S. geography and culture (C1 level).

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries: Business Consulting and Services