Technical Support Representative | Seasonal

SupportNinja; Central Luzon; On-site; PHP 201,000 - 312,000; Part time

Job summary

SupportNinja is seeking a Technical Support Representative to assist customers with product and service issues on-site at The Hideout, Clark, Pampanga. You will identify problems, provide timely solutions, and ensure customer satisfaction while documenting interactions in the CRM system.

The role emphasizes clear communication, basic technical troubleshooting, and adherence to company policies. A minimum of 6 months in a technical support role and CRM familiarity are preferred.

Qualifications

• 6 months of experience in a technical support role or equivalent preferred.
• Good communication skills, both verbal and written.
• Proficiency in using computer applications and software.
• Experience using a CRM preferred.

Responsibilities

• Provide basic technical support to customers experiencing product/service issues.
• Identify and troubleshoot technical problems and provide timely solutions.
• Communicate technical solutions to non-technical customers clearly.
• Triage tickets accurately and escalate complex issues as needed.
• Document customer interactions and issues in the CRM system.
• Maintain a positive, empathetic, and professional attitude with customers and colleagues.

Skills

Technical support

Customer service

Communication

Cybersecurity familiarity

Technical literacy

Tools

CRM software

Job description

Work Setup: On-Site at The Hideout, Clark, Pampanga
Contract: Project-based (3 months)
Target start: October 12, 2026
The Technical Support Representative is responsible for providing basic technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

What does a day in the life of a Technical Support Representative look like?

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provide timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Ensure accurate ticket triaging
  Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications for a Technical Support Representative?

• 6 months of experience in a technical support role or equivalent preferred
• Good communication skills, both verbal and written
• Proficiency in using computer applications and software
• Experience using a CRM preferred
• Experience or familiarity with handling cybersecurity products

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.