Technical Support Representative (G)

Helpware Inc.; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Helpware Inc. in the Philippines is hiring a Technical Service Representative (Email and Chat) to assist customers with technical issues and deliver an outstanding service experience. You will diagnose problems, guide customers through fixes, and document resolutions.

The role requires strong English (C1+), 2+ years of troubleshooting, and experience supporting customers via email or chat. Familiarity with Zendesk/ServiceDesk/Freshdesk is a plus; you must thrive in a fast-paced environment.

Qualifications

• Excellent verbal and written English (C1+).
• 2+ years of professional technical troubleshooting experience.
• Experience supporting customers via email and/or chat.
• Strong ownership of the customer experience and issue resolution.
• Able to tailor communication to different audiences.
• Self-manages in a fast-paced, evolving environment.
• Organized, detail-oriented, and able to spot patterns.
• Willing to learn across multiple tools and systems.

Responsibilities

• Provide technical support via email and chat to customers.
• Diagnose and resolve technical issues with clear guidance.
• Deliver an excellent customer experience and ownership of cases.

Skills

English fluency

Technical troubleshooting

Email support

Chat support

Customer service

Independent work

Tools

Zendesk

ServiceDesk

Freshdesk

Job description

Technical Service Representative (Email and Chat)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Philippines team is growing and we're looking for Technical Support Representatives to join us.

Position Summary:

If you’re a problem solver and have ease in connecting with customers, this is the role for you!

You exceed their expectations with your guidance, knowledge, and real passion for technology.

You’re enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You’re not only here to help fix technical issues, but also provide an incredible customer experience.

Communication Skills:

• You are exceptionally strong in spoken and written English (at least C1)
• Minimum 2 years professional technical troubleshooting expertise or proven technical ability
• Experience supporting customers via e-mail, and/or chat
• Passion for customer service and ownership of the customer experience including comprehensive issue resolution
• Able to effectively tailor communication and style to differing audiences
• Able to self manage and work independently in a fast-paced, constantly changing environment
• Organized and detail-oriented, able to recognize patterns
• Thrives on a team where expertise is shared and feedback is welcomed
• Able to research and grasp technical information across multiple tools
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenge

Plus, but not required:

• Good knowledge of Office 360, especially excel.
• Experience with Zendesk, ServiceDesk or Freshdesk
• Able to meet minimum typing speed of 40 WPM while chatting with customers
• Interested in the Production on Demand / Print on demand and software as a service