Technical Support Representative (Software Support) | Ortigas - Night Shift

Acquire Intelligence; Metro Manila; On-site; PHP 246,000 - 335,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Leadership training courses

Internal promotions

Meaningful work with teams

Job summary

Acquire Intelligence in Ortigas, Pasig City is seeking a Technical Support Representative to provide first-level software support to physicians, nurses, and other end users of our healthcare technology platform, primarily during night shifts onsite.

You will gather issue details, perform initial troubleshooting, document case activity, escalate when needed, and communicate clearly with customers to ensure timely resolutions while maintaining a professional support experience.

Qualifications

• One year of customer-facing technical support or related experience.
• Experience investigating customer concerns and providing structured troubleshooting assistance.
• Ability to explain technical instructions clearly through phone and email.
• Experience documenting customer interactions, troubleshooting actions, and resolutions.

Responsibilities

• Handle Customer Support Requests: receive concerns via phone, email, and portal.
• Provide first-level software support using knowledge articles and docs.
• Maintain accurate case records and follow up to confirm resolution.
• Escalate unresolved or complex cases to higher-level support.

Skills

Customer support

Troubleshooting

Communication

Documentation

Multitasking

Tools

Case management system

Job description

TECHNICAL SUPPORT REPRESENTATIVE – SOFTWARE SUPPORT

Ortigas, Pasig City

Night Shift | Onsite | Full-Time

Use your technical support experience to help healthcare professionals resolve software concerns that affect their daily work. As a Technical Support Representative, you will gather issue details, provide first-level troubleshooting, document case activity, and upscale concerns when further technical assistance is needed.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

You will provide first-level software support to physicians, nurses, and other end users of a healthcare technology platform. Your role combines customer communication, issue assessment, troubleshooting, case documentation, follow-up, and appropriate escalation.

WHAT YOU’LL DO

Handle Customer Support Requests

• Receive customer concerns through phone calls, email, and an online support portal.
• Gather relevant information and ask focused questions to understand each reported issue.
• Provide customers with clear and accurate updates throughout the support process.
• Maintain a professional and helpful customer experience across every interaction.

Provide First-Level Software Support

• Use available knowledge articles, support procedures, and application documentation to investigate software-related concerns.
• Guide customers through appropriate troubleshooting steps.
• Resolve concerns that fall within first-level support.
• Escalate unresolved or more complex cases to the appropriate secondary support team.

Maintain Accurate Case Records

• Record the reported concern and all relevant customer information.
• Document the troubleshooting steps completed and the outcome of each action.
• Record the final resolution or escalation details in the case management system.
• Follow up with customers to confirm issue resolution and satisfaction.

Support Process Improvement

• Identify unclear, incomplete, or outdated troubleshooting information encountered during case handling.
• Share practical observations that may improve support documentation and customer service processes.

A BIT ABOUT YOU

• At least one year of customer-facing technical support, software support, IT support, help desk, or related experience.
• Experience investigating customer concerns and providing structured troubleshooting assistance.
• Ability to explain technical instructions clearly through phone and email.
• Experience documenting customer interactions, troubleshooting actions, and resolutions.
• Ability to manage multiple customer cases and priorities in a fast-paced environment.
• Ability to work independently while following established support and escalation procedures.
• Willingness to work onsite in Ortigas during the night shift.
• Flexibility to work shifting schedules, weekends, or holidays depending on customer needs.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

1. HMO coverage for you and your family
2. Epic Yearly Kick-Off Parties with major giveaways
3. Recognition through our Value Awards — we celebrate your wins
4. Real career growth with opportunities for internal promotions
5. Meaningful work with talented and supportive teams

Your future matters:

1. 900+ internal promotions every year
2. Access to 2,700+ leadership training courses

Extra rewards along the way:

1. 14th Month Pay after 5 years of continuous service
2. Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

1. 24 Paid Time-Off Credits annually, with leave credits convertible to cash
2. Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions

Entrepreneurial Energy: Think like an owner. Solve like a founder

Fast with Intent: We move fast and deliver real results

Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!