Technical Customer Support Representative

Role Description

This is a contract, on-site role for a Technical Customer Support Representative, located in BGC, Taguig. The representative will handle customer inquiries, troubleshoot technical issues, and provide effective resolutions to ensure customer satisfaction. The role involves clear and professional communication with customers, investigating and solving technical problems, and maintaining detailed records of interactions. Collaborating with team members to improve service processes may also be part of day-to-day responsibilities.

Position Title:Service Desk (Technical Support Representative)

Employment Type:Contractual

Work Setup:Full RTO (Report-to-Office)

Location:BGC, Taguig City

Compensation:Up to PHP 30,000 Monthly

Start Date:March 2026

Schedule:Shifting (as required by business operations)

Qualifications:

• At least 1 year of experience in BPO Technical Support
• Strong verbal and written communication skills
• Graduate of any IT-Related course
• Customer-first mindset with the ability to explain technical issues in layman's terms
• Amenable to a full on-site setup in BGC, Taguig City
• Willing to work on shifting schedules, weekends, and holidays as needed

What you'll be doing:

• Respond to customer queries, incidents, and service requests in a professional and timely manner.
• Communicate using customer-friendly language, avoiding technical jargon.
• Ask probing questions to gather detailed information and identify root causes.
• Assess the impact and urgency of incidents from the customer and business perspective.
• Build and maintain cooperative relationships with customers.
• Provide realistic timelines for issue resolution.

Ticket Management & Escalation:

• Accurately log tickets with complete and relevant information.
• Escalate unresolved issues to Level 2 support and ensure proper handoff.
• Document all relevant details to aid in quicker resolution by higher support tiers.
• Take ownership of calls and ensure customer concerns are properly acknowledged.

Diagnosis & Resolution:

• Follow standard troubleshooting procedures for account, access, and password issues.
• Utilize available resources (e.g., knowledge base, tools) to ensure consistent issue resolution.
• Minimize unnecessary escalations by resolving issues at the first level when possible.
• Engage in continuous learning through training and coaching.

Compliance & Security:

• Uphold professional communication standards at all times.
• Promote security best practices and follow established password reset protocols.
• Protect sensitive data by following proper authorization and access procedures.
• Discourage and report software piracy or policy violations.

Company Description

At IT Managers Inc., we are committed to providing our employees with a positive and supportive work environment. As a member of our team, you will have access to a range of benefits, including competitive compensation, opportunities for career development, and access to our employee wellness initiatives. We value work-life balance and offer flexible working arrangements to help our employees thrive.

About us

IT Managers Inc. is a leading provider of innovative technology solutions and services. With a strong focus on customer satisfaction, we have established a reputation for delivering high-quality products and exceptional support to our clients. Our company culture is built on collaboration, innovation, and a commitment to excellence, and we are always looking for talented individuals to join our growing team.

If you are passionate about customer service and are excited to be part of a dynamic and forward-thinking organization, we encourage you to apply for this role.