Technical Support Representative - DAVAO

Business Process Outsourcing International, Inc.; Davao City; On-site; PHP 223,000 - 312,000; Full time

Job summary

Business Process Outsourcing International, Inc. in the Philippines seeks a Technical Support Representative to assist customers with technical concerns related to devices, apps, connectivity, and system functions.

You will diagnose issues, provide step-by-step guidance, and escalate when needed to ensure timely resolution. The role emphasizes strong English communication, patient customer service, and the ability to work in a fast-paced environment, with flexibility for after-hours shifts as

Qualifications

• Strong verbal and written English communication skills.
• Able to explain technical information using clear and customer-friendly language.
• Good listening and questioning skills to accurately identify customer concerns.
• Willingness to support sales and upselling opportunities when applicable.

Responsibilities

• Handle customer concerns through phone with professional, patient, and empathetic assistance.
• Ask appropriate questions to identify technical issues involving devices, applications, connectivity, installations, and system functions.
• Perform basic to intermediate troubleshooting based on established procedures and available resources.
• Guide customers through installation, configuration, updating, uninstalling, and basic maintenance of applications and software.
• Provide easy-to-understand instructions to customers with different levels of technical knowledge.
• Escalate unresolved or complex technical issues to the appropriate support team.

Skills

English communication skills

Customer service

Problem-solving

Education

Senior High School graduate

Tools

Windows OS

MacOS

Job description

TECHNICAL SUPPORT REPRESENTATIVE

Role Overview

We are looking for a Technical Support Representative who can assist customers with technical concerns involving devices, applications, connectivity, and system functions. The role requires a combination of strong customer service, technical troubleshooting, and clear communication to guide customers toward practical solutions.

You will work directly with customers to understand their concerns, perform initial diagnostics, provide step-by-step assistance, and ensure that issues are properly resolved or escalated when further technical support is required.

Key Responsibilities

• Handle customer concerns through phone and provide professional, patient, and empathetic assistance.

• Ask appropriate questions to understand and identify technical issues involving devices, applications, connectivity, installations, and system functions.

• Perform basic to intermediate troubleshooting based on established procedures and available resources.

• Guide customers through installation, configuration, updating, uninstalling, and basic maintenance of applications and software.

• Provide easy-to-understand instructions to customers with different levels of technical knowledge.

• Explain available support options and clearly communicate the steps being taken to resolve an issue.

• Aim for first-contact resolution whenever possible while following proper procedures and maintaining customer confidentiality.

• Set realistic expectations and provide customers with appropriate updates when immediate resolution is not possible.

• Document troubleshooting steps, customer concerns, and resolutions accurately.

• Escalate unresolved or complex technical issues to the appropriate support team.

• Use available knowledge bases, diagnostic tools, and online resources to research and resolve technical concerns.

• Assist customers with basic internet navigation, connectivity, and account-related technical concerns.

Technical Responsibilities

• Troubleshoot common hardware and software issues involving computers and mobile devices.

• Assist customers with basic installation, configuration, updating, and removal of software and applications.

• Demonstrate familiarity with:

  • Windows PCs and Apple Mac computers

  • Smartphones and tablets

  • Digital media devices

  • Basic application and software functionality

• Provide assistance with basic internet concepts, including:

  • Navigating websites and web addresses

  • Secure internet connections and SSL

  • Usernames and passwords

  • Search engines and effective online research

• Support customers with common email functions, including:

  • Accessing and navigating web-based email platforms

  • Organizing inboxes and folders

  • Managing attachments

  • Downloading files

• Apply basic knowledge of networking concepts and equipment such as LAN/WAN components, routers, switches, bridges, and related devices.

Qualifications

Customer Service & Communication

• Strong verbal and written English communication skills.

• Able to explain technical information using clear and customer-friendly language.

• Good listening and questioning skills to accurately identify customer concerns.

• Strong problem-solving and analytical abilities.

• Patient and empathetic when dealing with customers experiencing technical difficulties.

• Able to manage challenging interactions while maintaining professionalism.

• Good multitasking, organization, and time management skills.

• Comfortable working in a fast-paced technical support environment.

• Willing to work evening, night, weekend, and holiday shifts as required.

Technical Knowledge

• Good understanding of computer hardware, software, and operating systems.

• Familiarity with PC components and their basic functions.

• Experience troubleshooting computers, smartphones, tablets, and other consumer devices.

• Basic to intermediate hardware and software troubleshooting skills.

• Familiarity with software and application installation.

• Basic understanding of networking concepts and connectivity.

• Knowledge of internet and email applications.

Experience & Education

• 1–2 years of experience in Technical Support and/or Customer Service, preferably in a BPO or call center environment.

• Technical Support experience in a Telco account is required.

• Experience troubleshooting internet, cable, telephone, or VoIP services is an advantage.

• Must demonstrate willingness and enthusiasm to support sales and upselling opportunities when applicable.

• At least Senior High School graduate or equivalent, including applicants with at least 2 years of college.

• A degree or background in Computer Science, Information Technology, Computer Engineering, or another computer-related field is an advantage but not required.