Job Responsibilities
Technical Troubleshooting
- Diagnose and resolve issues with hardware (e.g., connectivity, battery, mechanical faults...)
- Troubleshoot software problems such as app malfunctions, firmware updates, platform usage and integration with PMS & security systems
Customer Support
- Respond to inquiries via chat, email, or phone
- Guide users through setup, installation, and configuration of smart locks
- Provide demo, training for colleagues and customers or step-by-step instructions for resolving common issues
Documentation & Reporting
- Maintain detailed logs of support interactions and resolutions
- Report recurring issues to engineering or product teams
- Create user guides, FAQs, and troubleshooting documents
Security & Compliance
- Ensure users follow best practices for digital security (e.g., password management, access control)
- Assist with account recovery and secure access protocols
- Help improve SOP and drive automation and efficiency
Product Knowledge & Updates
- Stay current with new smart lock models, software updates, and industry trends, continue to learn and expand knowledge thru training, self-learning, communication with product marketing, HW & SW engineering teams
- Test and evaluate new features and generate video recording for verification and training before public release or after product update
Job Requirements
- With a Bachelors degree in IT, Computer Science or related field (or equivalent experience)
- Prior experience in tech support, especially with IoT or smart home devices an advantage
- Strong understanding of Bluetooth, Wi-Fi, and mobile app ecosystems
- Ability to perform remote troubleshooting and provide clear instruction via chat or telephony or both.
- Familiar with operating systems (iOS, Android, Windows) and with experience in remote support tools and ticketing systems
- Excellent problem-solving and multitasking skills
- Ability to work independently and collaborate remotely
- Customer-oriented attitude
- Able to work night shift
Job Types: Full-time, Permanent, Fresh graduate
Benefits
- Company events
- Free parking
- Health insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Ability To Commute/relocate
- Makati: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
