Technical Support Representative

Job Title: Technical Support Engineer - L1 Support

Location: Cebu, Philippines

Work Arrangement: Onsite, 5 days per week

Schedule: Rotating shifts

Summary

The Technical Support Engineer serves as the first point of contact for customers requiring assistance with technical issues. This role is ideal for individuals with experience in customer service or technical support within a BPO or call center environment who are looking to build a career in technical support.

Key Responsibilities

• Provide support to customers through phone, email, and chat channels

• Log, track, and manage customer incidents using internal systems

• Troubleshoot basic hardware, software, operating system, and application-related issues

• Resolve common technical concerns using available tools and knowledge resources

• Escalate complex issues to higher-level support teams when necessary

• Maintain ownership of cases from initial contact through resolution

• Provide timely updates and clear communication to customers

• Accurately document troubleshooting steps, actions taken, and resolutions

• Collaborate with internal teams to ensure excellent customer experience

Qualifications

• High School Diploma or equivalent

• At least 1 year of Customer Service Representative or Technical Support Representative experience in a BPO or call center environment

• Strong English communication skills, both written and verbal

• Experience supporting customers through phone, email, or chat

• Basic computer and Windows operating system knowledge

• Strong problem-solving and customer-handling skills

• Ability to work in a fast-paced, process-driven environment

• Willing to work onsite in Cebu

• Amenable to rotating schedules

What We Offer

• Opportunity to join a global technology company

• Comprehensive training and support

• Clear career progression within technical support

• Exposure to enterprise technologies and service management processes

• Collaborative and inclusive work environment