Technical Support Specialist | Onsite, Ortigas

Satellite Office; Metro Manila; On-site; PHP 201,000 - 357,000; Full time

Job summary

Satellite Office is seeking a Technical Customer Support Representative to join its Customer Support team. You will be the first point of contact for customers across Australia, providing responsive support through calls and emails, assisting with software activation, file uploads, account access, connectivity, and subscription setup while developing your troubleshooting skills.

With structured training, you will grow into advanced diagnostics and resolution, collaborate with the team, log

Qualifications

• Experience in a customer-facing, problem-solving, or technical support role.
• Strong verbal and written communication skills with a customer-first approach.
• Calm and professional attitude when handling high-volume inquiries.
• Comfortable using electronic documentation and learning new software systems.

Responsibilities

• Serve as the first point of contact for customer calls and emails, logging and qualifying cases.
• Assist customers with software activation, file uploads, configuration, and setup across enterprise platforms.
• Troubleshoot connectivity issues and subscription setup for specialised field hardware and services.
• Manage user accounts, permissions, and access across multiple customer-facing systems.
• Diagnose and resolve technical faults, escalating complex issues to Australia-based specialists when needed.
• Maintain accurate documentation of customer cases, technical reports, and product feedback.
• Deliver a consistently professional and customer-focused experience, even during high call volume periods.
• Collaborate with the wider support team to ensure issues are resolved and customers receive timely updates.

Skills

Customer-facing

Problem-solving

Technical support

Verbal communication

Written communication

Attention to detail

Documentation

Learning ability

Shift work

Job description

TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE

Our awesome client, a fast-growing, global provider of positioning and automation technology, is looking for a Technical Customer Support Representative to be part of their Customer Support team.

As a Technical Customer Support Representative, you will be the first point of contact for customers across Australia, providing responsive support through calls and emails. You will assist with software activation, file uploads, account access, connectivity, and subscription setup while developing your technical troubleshooting skills. With structured training and support, you will have the opportunity to grow into more advanced technical diagnostics and resolution.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Serve as the first point of contact for customer calls and emails, ensuring every case is properly logged, qualified, and managed.
• Assist customers with software licence activation, file uploads, configuration, and setup across enterprise platforms.
• Troubleshoot connectivity issues and subscription setup for specialised field hardware and services.
• Manage user accounts, permissions, and access across multiple customer-facing systems.
• Develop the ability to diagnose and resolve technical faults, escalating complex issues to Australia-based technical specialists when required.
• Maintain accurate and comprehensive documentation of customer cases, technical reports, and product feedback.
• Deliver a consistently professional and customer-focused experience, even during periods of high call volume.
• Collaborate with the wider support team to ensure issues are followed through to resolution and customers receive timely updates.

WHAT ARE WE LOOKING FOR?

• Experience in a customer-facing, problem-solving, or technical support role.
• Strong verbal and written communication skills with a genuine customer-first approach.
• A calm and professional attitude when handling high-volume customer enquiries.
• Comfortable using electronic documentation and learning new software systems and platforms.
• Strong problem-solving skills and the ability to approach technical issues logically and methodically.
• Excellent attention to detail and a commitment to accurate documentation.
• Willingness and ability to learn specialised technology, software, and field hardware.
• Willingness to work rotating early-morning or afternoon shifts aligned with Australian business hours.
• A background in surveying, machine control, auto-electrical, design, engineering, or a related technical field is highly desirable but not required.
• Willingness to undergo comprehensive training and progressively take on more complex technical support responsibilities.