Tier 1 Technical Support Representative - WFH until further notice

Sourcefit Philippines Inc.; Quezon City; Remote; PHP 334,800 - 446,400; Full time

Job summary

A tech support company is looking for a Tier 1 Technical Support Representative to join its team in Quezon City. This role involves providing exceptional customer service and troubleshooting technical issues related to Wi-Fi and mobile devices. Candidates should have 1-2 years of BPO experience and strong communication skills. The position includes work-from-home flexibility with a training period conducted onsite. Join a dynamic environment committed to customer satisfaction and technical excellence.

Qualifications

• 1-2 years of experience in BPO customer support via phone, email, and chat.
• Knowledge of Wi-Fi networking and basic connectivity troubleshooting.
• Familiarity with Android and iOS app settings.

Responsibilities

• Provide Tier 1 technical support via phone, email, and chat.
• Troubleshoot Wi-Fi connectivity issues and provide customer guidance.
• Document all interactions and resolutions in the CRM system.

Skills

Customer service

Technical support

Troubleshooting

Zendesk CRM

Wi-Fi networking

Android and iOS navigation

Verbal communication

Written communication

Analytical thinking

Problem-solving

Education

High school diploma or equivalent

Associate’s degree in IT, Computer Science, or related field

Tools

Zendesk

Job description

Tier 1 Technical Support Representative - WFH until further notice

Negotiable

Hybrid - Quezon City 1-3 Yrs Exp High/Senior High School Full-time

Work-Life Balance

Work from Home

Job Description

Position Summary:

We are seeking a Tier 1 Technical Support Representative to join our dynamic team. This role requires a customer‑centric professional who has a deep understanding of customer service and technical support. The ideal candidate will be responsible for providing exceptional service to our customers, assisting them in troubleshooting, and ensuring high levels of customer satisfaction.

• Work from home (Onsite training and might be asked to report onsite at least once a month)
• Training Schedule (Onsite): Monday to Friday | 11:30 PM to 8:30 AM Manila Time (About 1-2 weeks)

Responsibilities

• Provide Tier 1 technical support to customers via phone, email, and chat.
• Utilize Zendesk CRM (or similar tools) to manage, track, and resolve customer inquiries and tickets.
• Troubleshoot Wi‑Fi connectivity issues, including router setup, basic configuration, signal interference, and general network performance concerns.
• Assist customers with Android and iOS app troubleshooting, including guiding them through device settings, app permissions, updates, and resolving common functionality issues.
• Escalate complex technical issues beyond Tier 1 support with clear documentation and proper handoff.
• Maintain high customer satisfaction through professional, clear, and empathetic communication.
• Accurately document all interactions, troubleshooting steps, and resolutions in the CRM system.

Qualifications

• At least 1–2 years of experience in BPO customer support (phone, email, and chat).
• Working knowledge of Wi‑Fi networking and basic connectivity troubleshooting.
• Familiarity with Android and iOS device navigation and basic app troubleshooting.
• Experience in a telco account is preferred (mobile devices, connectivity support).
• Familiarity with CRM tools such as Zendesk or similar platforms (Not required as training will be provided).
• Strong troubleshooting and analytical thinking skills.
• Ability to identify issues within the Tier 1 scope and escalat[e] appropriately when needed.
• Excellent verbal and written communication skills.
• Strong problem‑solving skills with a structured approach.
• Ability to manage multiple inquiries in a fast‑paced environment.
• Empathy and patience when assisting customers with varying technical knowledge.
• High school diploma or equivalent required.
• An associate’s degree in IT, Computer Science, or a related field is a plus but not required.

Working Location

Sourcefit Philippines Inc.. 19th Floor, Exxa tower, Bridgetowne Blvd, Quezon City, Metro Manila, Philippines