Technical Support Representative (Voice) | Hybrid | Nightshift

Infinit-O; Pasay; On-site; PHP 279,000 - 469,000; Full time

Job summary

Infinit-O is seeking a Customer Support Specialist to handle client calls and resolve technical issues affecting proprietary applications in Windows and iOS environments. You will manage inquiries, document interactions, and collaborate with the team to ensure high service levels.

Requirements include 1–2 years in customer service or IT support, call center experience, strong communication, and knowledge of Windows tools and SQL Server. Join a fast-paced, supportive team in Pasay.

Qualifications

• 1–2 years of customer service/support role
• 1–2 years of computer application-based technical support experience or IT experience
• Previous call center experience
• Excellent verbal and written communication skills with an emphasis on phone etiquette
• Works well with little supervision
• Detail-oriented with strong documentation skills
• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of networking concepts (NETBIOS over TCP/IP)

Responsibilities

• Answer phone calls from clients to identify and resolve technical issues in Windows and iOS environments
• Determine eligibility by comparing client information to requirements
• Utilize active listening and empathy skills
• Meet or exceed call center metrics and service levels
• Schedule and follow up on client calls for ongoing issues
• Resolve escalations from the Product Support team
• Troubleshoot during database updates, software installations, and server migrations
• Track client interactions using Salesforce CRM
• Coordinate with peers to ensure coverage for appointments

Skills

Customer service

Call center

Phone etiquette

Documentation

Active listening

Communication skills

Team coordination

Tools

Salesforce CRM

SQL Server

Windows administration tools

Networking basics (NETBIOS over TCP/IP)

Job description

About Infinit-O: 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.

What is the role that we need? We are seeking for someone who can answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

Specific Duties & Responsibilities

• Determines eligibility by comparing client information to requirements

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

• 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 that may occur during database updates, new software installations, and server migrations

• Track and monitor all client interactions using the Salesforce CRM system

• Coordinate with peers to provide proper coverage for all appointments

Requirements

• 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

• Excellent verbal and written communication skills are required with an emphasis on phone etiquette

• 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