Technical Support Specialist - Email & Chat

Helpware Inc; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Helpware Inc. is expanding its Philippines team and seeking a Technical Service Representative to assist customers by email and chat. You will diagnose technical issues, guide users through solutions, and ensure a high-quality customer experience while balancing multiple inquiries.

Strong English, fast learning, and patience are essential for success. The role emphasizes problem solving, clear communication, and ownership of the customer journey in a dynamic tech-support environment.

Qualifications

• 2+ years professional technical troubleshooting experience.
• Experience supporting customers via e-mail or chat.
• Excellent English communication skills.
• Ability to self-manage and work independently in a fast-paced environment.
• Organized and detail-oriented with pattern recognition.

Responsibilities

• Assist customers with technical issues via e-mail and chat.
• Explain solutions step by step with patience and clarity.
• Prioritize and manage multiple conversations across systems.
• Provide an exceptional customer experience while resolving issues.

Skills

English (C1)

Technical troubleshooting

Email/Chat support

Customer service ownership

Time management

Independent / self-motivated

Tools

Zendesk

ServiceDesk

Freshdesk

Job description

Helpware Inc. is expanding its Philippines team and seeking a Technical Service Representative to assist customers by email and chat. You will diagnose technical issues, guide users through solutions, and ensure a high-quality customer experience while balancing multiple inquiries.

Strong English, fast learning, and patience are essential for success. The role emphasizes problem solving, clear communication, and ownership of the customer journey in a dynamic tech-support environment.