TSA2 - Technical Support Representative - 22.01

Magellan Solutions; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Magellan Solutions in the Philippines seeks a TSA2 - Technical Support Representative to handle inbound technical support calls, as well as email and chat responses, with occasional outbound follow-ups.

The role focuses on first-contact resolution, timely responses, and quality. Candidates should have at least 1 year in tech support, a BS in a technical field, and experience with Microsoft 365, Salesforce and Jira.

Qualifications

• Two years or more pursuing BS in IT/CS or related field.
• Minimum 1 year in technical support.
• Proficient with Windows and Microsoft ecosystem.

Responsibilities

• Handle inbound technical support calls, email, and chat responses.
• Perform minor outbound follow-ups with customers when needed.
• Serve as first line of defense for customer issues and escalations.
• Collaborate with Product Management to escalate issues as appropriate.
• Maintain high quality responses and accurate ticket updates.

Skills

Rapport building

Clear communication

Time & ticket management

Empathy

Flexible shifts

Education

BS in IT/CS

Tools

Salesforce

Jira

Microsoft 365

Job description

TSA2 - Technical Support Representative - 22.01

About the job TSA2 - Technical Support Representative - 22.01

BASIC FUNCTIONS:

• Inbound technical support calls
• Minor outbound (possible outbound follow ups with customers)
• First line of defense for all customer issues + escalations
• Post-deployment resource for all technical support issues, working to implement resolutions or work closely with Product Management to ensure support issues are escalated when appropriate
• Email Responses
• Chat Responses

KEY RESULT AREAS:

• First Response Time
• Full Resolution Time
• Quality

COMPETENCIES NEEDED:

• Speaks well, ability to build rapport.
• Articulate and Comprehensible
• Time and Ticket Management
• Disciplined and focused approach to solving ambiguous customer problems
• Empathic and Great Comms
• Adheres to the highest ethical standards
• Shift and work flexible

QUALIFICATIONS:

• Desired: At least 2 years BS in a technical discipline (e.g., Information Technology, Computer Science)
• Minimum 1 Yr of Technical Support Background
• Computer skills (Basic understanding on Windows applications and Microsoft environment in general.)
• Versed on Microsoft 365
• Proficiency in Salesforce & Jira applications.
• Good comms for voice and good grammar for chat and email.
• Having knowledge of SaaS is an added advantage