Technical Support Representative (Google or Microsoft 365)

Infinit-O; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

Infinit-O is seeking a customer-focused technical support specialist to handle inbound calls for clients using our proprietary applications across Windows and iOS environments.

The role requires 1–2 years in customer service or IT support, prior call center experience, and strong documentation skills. You will diagnose issues, provide effective resolutions, and coordinate follow-up discussions with clients to ensure resolution and satisfaction.

Qualifications

• Candidates have 1-2 years in customer service/support.
• 1-2 years of computer application-based technical support or IT experience.
• Previous call center experience required.
• Advanced English skills.
• Detail-oriented with strong documentation.

Responsibilities

• Answer client calls to identify and resolve technical issues in proprietary applications for Windows and iOS.
• Determine eligibility by comparing client information to requirements.
• Utilize active listening and empathy in interactions.
• Strive to meet or exceed call center metrics and service levels.
• Schedule and engage in follow-up calls for ongoing issues.
• Resolve technical escalations from Product Support via phone and chat.
• Troubleshoot issues during database updates, software installations, and server migrations.

Skills

Customer service

Technical support

Call center

Advanced English

Documentation

Windows admin tools

SQL Server basics

Job description

About the role

Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments. Determine eligibility by comparing client information to requirements. Schedule and engage in follow-up calls with clients regarding on-going technical issues. Resolve technical escalations from the Product Support phone and chat team. Troubleshoot issues which may occur during database updates, new software installations, and server migrations.

Key responsibilities

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
• Determine eligibility by comparing client information to requirements
• Utilize active listening and empathy skills
• Strive to meet or exceed call center metrics and service levels
• Schedule and engage in follow-up calls with clients regarding on-going technical issues
• Resolve technical escalations from the Product Support phone and chat team
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations

About you

• 1-2 years of experience in a customer service/support role is required
• 1-2 years of computer application-based technical support experience or IT experience is required
• Previous call center experience is required
• Advanced English skills
• Works hard with little supervision
• Detailed-oriented with exceptional documentation skills
• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
• Experience with cloud-based software (SaaS)

About us

As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage. Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.