Technical Support Specialist — Frontline Problem Solver

ECAM; Pasig; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Day 1 HMO for you and two dependents

Annual and Performance Based Salary In

Additional Leave Credits

Job summary

ECAM is hiring a Technical Support Agent to deliver expert support to customers and team members via various platforms. You will ensure timely responses, accurate data entry, and effective resolutions while maintaining a positive, empathetic attitude.

The role involves on-site work, coordinating with service technicians, and contributing to customer satisfaction through proactive problem solving.

Qualifications

• Bachelor's/College Degree. Open to undergraduates.
• Computer literate.
• Technical Client Service experience for a minimum of 1 year.
• Excellent verbal and written communication skills.
• Ability to articulate and provide clear guidance.
• Ability to work well with a team that is multigenerational and multi-level skill sets.
• Sales experience is a plus.
• Experience handling customer escalations required.
• Technical experience in the field is an asset.
• On-call work may be required.
• Can work during weekends, holidays, and in shifting schedules including the night shift.
• Willing to work onsite.

Responsibilities

• Respond to customer telephone inquiries confidently using provided tools and resources.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Demonstrate exceptional problem-solving skills.
• Resolve customer concerns by asking clarifying questions, identifying causes, selecting the best solution, expediting fixes, and following up.
• Enter data accurately.
• Make recommendations on improvements or changes to benefit clients and increase efficiency.
• Know the products inside and out to answer questions promptly and confidently.
• Communicate and coordinate with colleagues as necessary.
• Be data driven and understand input metrics to drive the right outcomes.
• Organize on-site trips for Service Technicians.

Skills

Verbal & written communication

Customer service

Problem solving

On-call / shift work

Team collaboration

Sales experience

Education

Bachelor's degree

Open to undergraduates

Job description

ECAM is hiring a Technical Support Agent to deliver expert support to customers and team members via various platforms. You will ensure timely responses, accurate data entry, and effective resolutions while maintaining a positive, empathetic attitude.

The role involves on-site work, coordinating with service technicians, and contributing to customer satisfaction through proactive problem solving.