Technical Support Representative | Philippines (Remote)

Ethos Support Co.; Philippines; Remote; PHP 446,000 - 670,000; Full time

Job summary

Ethos Support is seeking a Technical Support Representative in the Philippines (Remote) to join our Customer Experience team. You will handle end-to-end troubleshooting for hardware setup, account activation, and connectivity, delivering friendly, empathetic, and confident guidance to families.

You will address escalated inquiries across email, chat, SMS, social, and phone, maintain SLAs, and help improve our knowledge base and response templates while keeping a calm, human-centered approach in

Qualifications

• Experience delivering customer support for consumer hardware or IoT devices.
• Familiarity troubleshooting home networking and router setups.
• Ability to explain technical steps to non-technical families.
• Calm, human-centered approach in high-volume queues.

Responsibilities

• Serve as direct contact for escalated technical inquiries across email, SMS, social DMs, and phone.
• Diagnose and resolve device activation, account setup, VoIP connectivity, and router-related issues.
• Deliver clear, accurate responses aligned with brand voice.
• Identify patterns to escalate trends, bugs, or gaps.
• Update response templates and KB content for accuracy.
• Identify opportunities for automation to streamline tasks.
• Provide empathetic, personalized support experiences.

Skills

Customer support

IoT devices

Home networking

VoIP connectivity

Written communication

Job description

Technical Support Representative | Philippines (Remote)

Job Summary

We’re looking for a technical support expert to join our Customer Experience team to handle end to end troubleshooting with customers during hardware set up, account activation, and connection journey while making sure every interaction feels human, calm, and confidence-building for families.

The Technical Customer Experience Specialist is a support role responsible for delivering high-quality, friendly, empathetic, and technically accurate assistance across all customer communication channels. You will manage escalated inquiries, troubleshoot device and account issues, maintain time-sensitive SLAs, and contribute to continuous improvement of our support systems and processes. This role requires strong written communication skills, comfort with technical troubleshooting, and the ability to operate calmly in a fast-paced, high-volume environment.

Key Responsibilities

• Serve as a direct point of contact for escalated technical customer inquiries across email, SMS, social DMs, and phone calls
• Diagnose and resolve issues related to device activation, account setup, VoIP network connectivity, router related setup challenges, and user permissions using incomplete or evolving information
• Deliver responses that are clear, accurate, concise, and aligned with Tin Can’s brand voice and customer experience standards
• Use sound judgment in balancing customer experience, operational constraints, and urgency
• Identify patterns in the queue to **escalate** trends, bugs, or workflow gaps
• Update, refine, and expand response templates, macros, and internal and external knowledge base content to ensure accuracy and tone consistency
• Identify repetitive or manual tasks suitable for automation and collaborate with the team to streamline them
• Provide support interactions that feel human, empathetic, and personalized—celebrating user milestones and turning problem-solving moments into positive experiences

Required Qualifications

• Background delivering customer support specifically for consumer hardware, IoT devices, or consumer technology products.
• Hands-on familiarity with troubleshooting home networking challenges, router setups, VoIP connectivity, account setup, and device activation workflows.
• Demonstrated experience assisting customers across diverse channels, including email, chat/SMS, phone, and social media DMs.
• Excellent written and verbal communication skills with the ability to explain complex technical steps in clear, simple language for non-technical families.
• Proven ability to maintain a calm, human-centered, and reassuring demeanor in a fast-paced, high-volume support queue and during escalated interactions.
• Comfort operating with incomplete or evolving information and a strong ownership mindset ("I don't know yet, but I'll find out").

Desired Qualifications

• Experience creating, refining, and maintaining internal response macros, canned templates, and external Knowledge Base (KB) articles for brand consistency.
• Ability to spot repetitive manual support tasks and collaborate on implementing operational automations and streamlined queue workflows.
• Track record of analyzing ticket patterns to catch underlying product bugs, hardware failures, or workflow friction and effectively reporting them to Product/Engineering teams.
• Background working in rapidly scaling environments while consistently hitting strict response and resolution SLA benchmarks.
• Demonstrated ability to make sound decisions that balance customer satisfaction with operational constraints and company policy.
• High capacity to quickly self-learn new internal tools, admin platforms, and evolving technology stacks.

About the Company

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability. Our comprehensive approach includes taking charge of our clients' new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients' CX operations and provide superior support to their customers. We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.

Why Work with Us?

• Flexible remote work options.
• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.