Technical Support Representative (G)

Helpware; Philippines; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Helpware in the Philippines is seeking a Technical Service Representative (Email and Chat) to diagnose and resolve customer tech issues while delivering an outstanding support experience. You will troubleshoot across tools and systems, explain solutions clearly, and help customers get back to work quickly.

The role requires strong English (C1), at least 2 years of technical troubleshooting experience, and comfort supporting customers via email or chat.

Qualifications

• Excellent verbal and written English with at least C1.
• Minimum 2 years of professional technical troubleshooting experience.
• Experience supporting customers via email and/or chat.
• Strong ownership of the customer experience and issue resolution.
• Ability to self-manage in a fast-paced, changing environment.
• Organized, detail-oriented, and able to recognize patterns.
• Willingness to learn and adapt to new tools.
• Aptitude for researching technical information across multiple tools.
• Comfort explaining complex tech in simple steps.

Responsibilities

• Troubleshoot technical issues and provide step-by-step resolutions.
• Support customers via email and chat with a focus on a positive experience.
• Prioritize tasks and manage time effectively in a fast-paced environment.
• Research and explain technical information across multiple tools.
• Collaborate with team and share knowledge to improve support quality.

Skills

English Proficiency

Technical Troubleshooting

Customer Support

Email & Chat Support

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.

Job Responsibilities:

• 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