Technical Support Specialist - First-Call Resolution

FPS Innovation Labs; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Full Potential Solutions (FPS) seeks a Technical Support Representative in Davao, Philippines to resolve issues, educate customers, and ensure first-call resolutions with empathy and professionalism. You will handle devices, internet basics, and software concerns across multiple platforms.

This role requires strong English communication, the ability to multi-task, and willingness to work in shifts, including evenings and weekends.

Qualifications

• 1–2 years in Technical Support and Customer Service, preferably in a call center.
• Experience in Telco programs is preferred.
• Must show willingness for sales and upselling.
• High school diploma or equivalent; college is a plus.
• Computer/IT course background is a plus (not required).

Responsibilities

• Listen to customer needs and build rapport with empathy.
• Identify concerns via phone and perform basic troubleshooting.
• Educate customers on support options and steps taken.
• Provide first-call resolution with confidentiality and clear expectations.
• Manage, install, and uninstall applications and software.
• Handle devices: PC/Mac, smartphones, tablets; basic hardware troubleshooting.

Skills

English communication

Customer service

Empathy

Problem-solving

Multi-tasking

Education

Senior High School diploma or equivalent

2nd year college

Tools

VoIP systems

Email/CRM basics

PC/Mac familiarity

Networking basics

Job description

Full Potential Solutions (FPS) seeks a Technical Support Representative in Davao, Philippines to resolve issues, educate customers, and ensure first-call resolutions with empathy and professionalism. You will handle devices, internet basics, and software concerns across multiple platforms.

This role requires strong English communication, the ability to multi-task, and willingness to work in shifts, including evenings and weekends.