Tier 1 Support Agent

Solutions, Inc.; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

Solutions, Inc. is seeking a technical support representative in the Philippines to handle customer inquiries via phone, email, or chat and provide professional VoIP-oriented assistance.

You will diagnose issues, guide on features and configurations, document interactions, and ensure timely resolutions while maintaining high customer satisfaction.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or related field, or equivalent experience is a plus.
• 1+ year of experience in technical support, service desk, or help desk roles, preferably VoIP/telecommunications.
• Basic understanding of VoIP systems and telephony concepts.
• Experience supporting call forwarding, call routing, IP phone provisioning, fax troubleshooting, and application troubleshooting is preferred.
• Familiarity with ticketing systems or CRM platforms.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple support requests in a fast-paced environment.
• Strong customer service mindset and attention to detail.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat, providing timely technical support.
• Diagnose and troubleshoot product, system, and service-related issues with effective solutions.
• Assist customers with VoIP configurations and troubleshooting, including call forwarding and IP phone provisioning.
• Provide guidance on product features, system functionality, and basic account settings when needed.
• Document customer interactions, issues, steps, and resolutions accurately in the CRM or ticketing system.
• Monitor and manage support tickets to meet SLAs and company policies.
• Escalate complex issues to higher-tier support or engineering with clear details.
• Maintain up-to-date knowledge of product features, VoIP services, and troubleshooting procedures.
• Report recurring issues and feedback to internal teams for product improvements.
• Deliver professional, empathetic customer service in every interaction.
• Collaborate with internal teams to resolve issues efficiently and improve processes.
• Participate in team meetings and training to enhance skills and service quality.
• Take on additional tasks as assigned by Manager to support team objectives.

Skills

VoIP knowledge

Troubleshooting

Customer service

Communication skills

Ticketing systems

Education

Bachelors in IT/CS/Telecom

Tools

CRM platforms

Ticketing systems

Job description

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat, providing timely and professional technical support.

• Diagnose and troubleshoot product, system, and service-related issues, providing solutions that meet customer needs.

• Assist customers with VoIP-related configurations and troubleshooting, including call forwarding, call routing, IP phone provisioning, fax troubleshooting, and application-related issues.

• Provide guidance to customers on product features, system functionality, and basic account or configuration settings when necessary.

• Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the CRM or ticketing system for tracking and reporting purposes.

• Monitor and manage support tickets to ensure issues are addressed and resolved in accordance with company policies and service level agreements (SLAs).

• Escalate complex or unresolved technical issues to higher-tier support or engineering teams with clear documentation and relevant details.

• Maintain up-to-date knowledge of product features, VoIP services, system updates, and troubleshooting procedures to provide accurate support.

• Communicate recurring issues, system bugs, or customer feedback to relevant internal teams to support product improvements.

• Deliver professional, empathetic, and solution-oriented customer service in every interaction to ensure high customer satisfaction.

• Collaborate with internal teams and support staff to resolve issues efficiently and contribute to process improvements.

• Participate in team meetings, training sessions, and knowledge-sharing activities to continuously improve technical skills and service quality.

• Take on additional tasks, projects, or responsibilities as assigned by the Manager to support team objectives and operational needs.

Qualifications & Skills

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent experience is a plus.

• 1+ year of experience in technical support, service desk, or help desk roles, preferably within VoIP or telecommunications environments.

• Basic understanding of VoIP systems and telephony concepts.

• Experience supporting call forwarding, call routing, IP phone provisioning, fax troubleshooting, and application troubleshooting is preferred.

• Familiarity with ticketing systems or CRM platforms.

• Strong troubleshooting and analytical skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple support requests in a fast-paced environment.

• Strong customer service mindset and attention to detail.