Tier 1 Technical Support Representative | Ortigas - Night Shift

Acquire Intelligence; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

HMO coverage

Yearly Kick-Off Parties

Value Awards

Internal promotions

Leadership training

Job summary

Acquire Intelligence in Ortigas, Pasig City is seeking a Technical Support Representative for an onsite night-shift role. You will deliver frontline technical support for consumer electronics and home-audio products across phone, chat, and email.

You will assist with product setup, troubleshoot issues, document actions taken, and escalate when deeper technical help is needed. CRM and ticketing tools are used daily.

Qualifications

• Minimum 1 year of technical support or help desk experience in a customer-facing role.
• Ability to guide customers through step-by-step troubleshooting via phone and digital channels.
• Ability to document symptoms, actions, and outcomes clearly.

Responsibilities

• Assist customers with product setup, configuration, usage, and troubleshooting.
• Ask targeted questions to identify issues and guide troubleshooting steps.
• Support customers via phone, chat, and email as needed.
• Create and update support cases with clear descriptions, troubleshooting steps, and outcomes.
• Escalate cases requiring advanced technical assistance and set expectations.
• Maintain accurate customer and case records.
• Follow QA, documentation, and customer-experience standards.

Skills

Technical support

Customer-facing communication

Troubleshooting documentation

Tools

CRM

Ticketing systems

Knowledge-base tools

Job description

Technical Support Representative

Ortigas, Pasig City | Night Shift | Onsite | Full Time

Turn troubleshooting into clear customer solutions by helping people get their technology set up and working properly. You’ll provide front-line technical support for consumer electronics and home-audio products across phone, chat, and email.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

You’ll provide front-line technical support for consumer electronics and home-audio products, helping customers with new-product setup and existing-product issues. A typical interaction starts with understanding the setup or problem, asking targeted questions, guiding troubleshooting step by step, documenting what was tried, and escalating when deeper technical support is needed.

WHAT YOU’LL DO

Technical Customer Support

• Assist customers with product setup, configuration, usage, and troubleshooting questions.

• Ask targeted questions to identify the issue and guide customers through logical troubleshooting steps.

• Support customers across phone, chat, and email based on business need.

Case Documentation

• Create and update support cases with clear issue descriptions, troubleshooting steps, and outcomes.

• Use available knowledge-base articles, process guides, and system information when resolving concerns.

• Maintain complete and accurate customer and case records.

Resolution & Escalation

• Resolve issues within supported scope and elevate cases that require advanced technical assistance.

• Set clear expectations on next steps and follow-up requirements.

• Follow troubleshooting, quality, documentation, and customer-experience standards.

A BIT ABOUT YOU

Must-Haves

• At least 1 year of technical support, help desk, product support, or troubleshooting experience in a customer-facing environment.

• Comfortable guiding customers through step-by-step troubleshooting over phone and digital channels.

• Able to document symptoms, troubleshooting actions, and outcomes clearly.

Good-to-Haves

• Experience supporting consumer electronics, devices, software, connectivity, home audio, or other technology products.

• Inbound technical call-center experience.

• Experience using CRM, ticketing, case-management, or knowledge-base tools.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

1. HMO coverage for you and your family

2. Epic Yearly Kick-Off Parties with major giveaways

3. Recognition through our Value Awards — we celebrate your wins

4. Real career growth with opportunities for internal promotions

5. Meaningful work with talented and supportive teams

Your future matters:

1. 900+ internal promotions every year

2. Access to 2,700+ leadership training courses

Extra rewards along the way:

1. 14th Month Pay after 5 years of continuous service

2. Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

1. 24 Paid Time-Off Credits annually, with leave credits convertible to cash

2. Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions

Entrepreneurial Energy: Think like an owner. Solve like a founder

Fast with Intent: We move fast and deliver real results

Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!