TIER ONE TECHNICAL SUPPORT AGENT

Eroad; Manila, Hinoba-an; On-site; PHP 320,000 - 520,000; Full time

Job summary

EROAD, a fast-growing intelligent transport solutions provider, seeks a dedicated Technical Support Representative in the Philippines to handle first-level technical support for customers across NZ and beyond. You will manage calls, emails, and cases, troubleshoot telematics devices, and collaborate with higher-tier teams to resolve issues.

The role requires strong English communication, problem-solving skills, and a willingness to work flexible shifts, including weekends or holidays if needed.

Qualifications

• 1 year of experience in a technical support or call center role.
• Familiarity with ticketing systems and CRM tools.
• Willingness to work flexible shifts, including weekends or holidays if required.

Responsibilities

• Provide first-level technical support via phone, email, and case management systems.
• Assist customers with troubleshooting telematics devices, software, and installation concerns.
• Accurately log, track, and update support cases in the system.
• Collaborate with Tier 2 and Tier 3 support teams to elevate and resolve complex issues.
• Ensure timely and consistent communication with customers regarding case status and resolution timelines.
• Follow established support workflows and contribute to process improvements.
• Maintain a high level of product knowledge to deliver effective support.
• Meet performance metrics including response time, resolution time, and customer satisfaction.

Skills

English proficiency

Problem solving

Analytical skills

Team player

Tools

Ticketing systems

CRM tools

Job description

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of intelligent transport solutions – enhancing road safety, improving productivity, and reducing environmental impact.

EROAD’s mission is to deliver intelligence you can trust, for a better world tomorrow.

What We’re Looking For

We are seeking a dedicated and customer-focused Technical Support Representative to join our support team for Eroad NZ, a leading provider of telematics technology. This role involves handling inbound and outbound calls, managing support cases, and assisting customers with technical issues related to vehicle tracking, mapping, installation, and system usage.

About the Role

Job Responsibilities

• Provide first-level technical support via phone, email, and case management systems.
• Assist customers with troubleshooting telematics devices, software, and installation concerns.
• Accurately log, track, and update support cases in the system.
• Collaborate with Tier 2 and Tier 3 support teams to elevate and resolve complex issues.
• Ensure timely and consistent communication with customers regarding case status and resolution timelines.
• Follow established support workflows and contribute to process improvements.
• Maintain a high level of product knowledge to deliver effective support.
• Meet performance metrics including response time, resolution time, and customer satisfaction.

Job Qualifications

Competencies

• Strong communication skills in English, both verbal and written.
• Ability to work in a fast-paced, customer-focused environment.
• Strong problem-solving and analytical skills.
• Team-oriented with a proactive attitude.

Skills & Required Experience

• At least 1 year of experience in a technical support or call center role.
• Familiarity with ticketing systems and CRM tools.
• Willingness to work flexible shifts, including weekends or holidays if required.

Preferred Skills

• Basic understanding of telematics, GPS tracking, or fleet management systems is a plus.
• Experience supporting telematics platforms.
• Knowledge of vehicle installation processes and mapping systems.

Why You’ll Love Working at EROAD

ERoad is a true Kiwi success story in the tech sector! Publicly listed since 2012, we’re represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, the Philippines, and the USA. At EROAD, we value diversity and are proud to be a multicultural organisation. We invest in our people through comprehensive medical coverage, unlimited sick leave, employee recognition programs, EAP offerings, and continuous learning opportunities. Our people are at the heart of everything we do – we foster a culture of innovation, collaboration, and belonging where you can bring your ideas to life. Join EROAD and be part of a purpose-driven organisation that’s shaping the future of connected transport — we can’t wait to hear from you. EROAD provide in-vehicle technology solutions to fleets in New Zealand, Australia and North America to help them operate more safely and efficiently – making our roads safer and more sustainable for everyone.