Technical Support Representative/API Support (Get ₱15,000 Signing Bonus)

Payreto; Philippines; On-site; PHP 201,000 - 357,000; Full time

Benefits offered by this job

PHP 15K Signing Bonus

Hybrid Work Setup

Equipment Provided

Day 1 HMO

Life Insurance

Competitive Salary Packages

Professional Development Opportunities

Job summary

Payreto is seeking a Technical Support Representative to deliver timely, accurate technical solutions via call, chat, and email for its online payment account clients. This role operates in a 24/7 environment and requires strong problem-solving and communication skills.

The ideal candidate has a bachelor’s degree in IT/CS/Business, with 1+ year in back-office or BPO support, and thrives in a fast-paced, detail-oriented setting. Hybrid work setup and growth opportunities are offered.

Qualifications

• Bachelor’s degree required or preferred in IT, CS, or Business.
• Experience in back-office document processing or BPO inbound support is advantageous.
• Strong written and verbal communication skills.
• Attention to detail and ability to follow defined processes.

Responsibilities

• Provide technical support via phone, chat, and email for a payments account in a 24/7 environment.
• Diagnose and resolve basic to advanced technical issues to ensure customer satisfaction.
• Escalate complex cases to appropriate teams while maintaining accurate documentation.
• Maintain knowledge base updates and share learnings with the team.
• Build positive customer relationships and ensure timely follow-ups and callbacks.

Skills

Attention to detail

Communication skills

MS Excel/Google Sheets

Problem solving

Time management

Education

Bachelor's degree in IT

Bachelor's degree in Computer Science

Bachelor's degree in Business

Tools

MS Excel

MS Word

Google Sheets

Job description

WHAT WE OFFER

• PHP 15K Signing Bonus
• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

POSITION OVERVIEW

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client’s front liners in ensuring that the client’s customers will have a positive customer experience.
Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

WHAT WILL YOU DO?

• Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment.
• Assist with product or application-related inquiries.
• Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
• Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customer issues.
• Update the team’s knowledge base when necessary.
• Ensure that there is a thorough understanding of customer queries and issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
• Follow up and make scheduled call backs to customers as necessary.
• Attend client and Payreto meetings and trainings.
• Support and respond to customers in a wide variety of queries (basic to advanced).
• Adhere to agreed processes, meeting required work standards, targets and objectives.
• Completely and accurately write review notes.
• Must be amenable to render overtime based on business needs.

WHAT SHOULD YOU HAVE?

• A bachelor’s degree in any field is preferred. Most ideal: Information Technology, Computer Science, Business
• Administration, Finance, or any equivalent degree.
• At least one (1) year of experience in back-office document processing operations related to applications for
• e-wallets, loans, or insurance or at least two (2) years’ BPO inbound voice/email/chat experience in handling international accounts in customer service.
• High attention to detail
• Above average written and verbal communication skills
• Must have average logical and verbal reasoning.
• Ability to provide correct decisions based on rules and policies.
• Ability to handle multiple tasks, prioritize workload, and adapt to changing priorities in a fast-paced environment.
• Process-oriented.
• Must be quality conscious.
• Exceptional problem-solving and critical‑thinking skills to identify the root causes and provide effective solutions.
• Strong customer service orientation with the ability to remain calm, patient, and empathetic in challenging situations.
• Good to Excellent in using MS Excel, Word, Google Sheets, etc… (Vlookup, Pivot, and advanced Excel formulas)
• Knowledge of programming languages is preferred but not required.

Shift Schedule

• Shifting Schedule depending on business needs.
• Willing to work onsite at least twice a week.