Technical Support Specialist - Fast-Resolution Expert

Magellan Solutions Outsourcing Inc.; Mandaluyong; On-site; PHP 268,000 - 379,000; Full time

Benefits offered by this job

Health and wellness initiatives

Training programmes

Career progression opportunities

Job summary

Magellan Solutions Outsourcing Inc. is seeking a technically proficient Technical Support Representative to join our Mandaluyong-based call centre team, serving as the first point of contact for customers with hardware and software issues.

The role is full-time in Mandaluyong City, Metro Manila, offering training, career progression, health and wellness initiatives, and a collaborative environment that values problem-solving and timely resolutions.

Qualifications

• Experience in a technical support or customer service role.
• Ability to explain technical concepts clearly to non-technical users.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding technical issues.
• Diagnose and troubleshoot problems using established protocols and knowledge bases.
• Provide step-by-step guidance to resolve issues and walk customers through solutions.
• Document all interactions in the ticketing system with issues, actions, and resolutions.
• Escalate complex issues when needed.
• Follow up to ensure issue resolution and customer satisfaction.
• Maintain up-to-date product and troubleshooting knowledge.
• Aim for high call handling times, first contact resolution, and customer satisfaction.
• Contribute to technical documentation and support resources.

Skills

Technical support

Customer service

Verbal communication

Documentation

Teamwork

Time management

Problem solving

Education

High school diploma or equivalent

Technical certification/IT coursework preferred

Tools

Ticketing system

Job description

Magellan Solutions Outsourcing Inc. is seeking a technically proficient Technical Support Representative to join our Mandaluyong-based call centre team, serving as the first point of contact for customers with hardware and software issues.

The role is full-time in Mandaluyong City, Metro Manila, offering training, career progression, health and wellness initiatives, and a collaborative environment that values problem-solving and timely resolutions.