About Us
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
About The Role
The Technical Support Specialist will provide Tier I and Tier II technical support to client customers.
This role is responsible for troubleshooting software, hardware, networking, and connectivity issues while delivering an exceptional customer experience.
The ideal candidate is a strong problem solver, an excellent communicator, and someone who thrives in a customer-focused environment.
Key Responsibilities
- Respond to customer support requests via phone, email, chat, and remote support sessions.
- Troubleshoot software, hardware, network, and connectivity issues.
- Document all customer interactions and resolutions within the ticketing system.
- Escalate complex issues to senior technical staff or engineering teams when necessary.
- Assist customers with software installations, configuration changes, and general product usage.
- Follow established support procedures and service-level agreements (SLAs).
- Collaborate with internal teams to resolve customer issues efficiently.
- Create and maintain accurate documentation and knowledge base articles.
- Participate in ongoing training and product education.
- Deliver a high level of customer service and professionalism during every interaction.
Qualifications
Required
- Minimum 2 years of technical support experience for Tier I candidates.
- Minimum 4 years of technical support experience for Tier II candidates.
- Strong troubleshooting and analytical skills.
- Experience supporting Windows operating systems.
- Basic understanding of networking concepts, including TCP/IP, DNS, VPNs, and firewalls.
- Excellent English verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to work independently in a remote environment.
- Reliable high-speed internet connection and a dedicated home office/workspace.
Preferred
- Experience supporting SaaS applications.
- Experience with remote support tools and ticketing systems.
- Familiarity with Microsoft 365 and cloud technologies.
- Technical certifications such as CompTIA A+, Network+, or equivalent.
- Experience supporting U.S.-based customers.
Schedule & Training Requirements
Training Period (First 90 Days)
- The first 90 days of employment will consist of structured onboarding and technical training.
- Candidates must be available to work Monday through Friday during assigned U.S. business hours.
- Attendance and active participation throughout the training period are required.
Regular Schedule (After Training)
- Upon successful completion of training, the regular schedule will transition to Tuesday through Saturday.
- Candidates must be available to work during Pacific Time (PST/PDT) business hours.
- Occasional schedule adjustments may be required based on business needs.
Work Arrangement: Home-Based
Work Schedule: Training: First 90 days (Monday- Friday- 8pm-5am Manila Time)
Actual: Tuesday-Saturday 11pm-9pm Manila Time
Must Have atleast 20mbps internet connection
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
