Provide initial technical support and handle routine post-sale support assignments
Perform case intake, triage, and analysis to fully understand reported issues
Collect and condense evidence from clients (logs, steps to reproduce, screenshots, clarifying questions)
Remove ambiguity by asking effective clarifying questions and reproducing issues when possible
Consult documentation, internal resources, and prior cases to research and diagnose issues
Summarize complex cases clearly and outline likely root causes for escalation to next-tier support
Triage and resolve support cases from institutional administrators, faculty, and staff
Maintain friendly, empathetic, and professional communication, including during high-escalation scenarios
Work cross-functionally with Product Support, Engineering, Product, and other internal teams
Proactively look for solutions and propose improvements to support workflows and customer experience
Qualifications
Bachelor's degree holder in any field
At least 2 years level in college (no back subjects/incomplete units) with equivalent Technical Support experience can be considered
At least 2 years of Customer Service/Technical Support experience (chat, email and call support)
Above average to excellent verbal and written communication skills
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
Amenable to work in shifting schedules and PH holidays.
Willing to work on business unit holidays and/or render overtime when necessary
REPH Employee with minimum of 1-year tenure in the current role.
Must not have received any Disciplinary Action within the past 12 months
Must not have any Attendance and Punctuality issues in the past 12 months
Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
Must have a successful or above rating in the last Enabling Performance cycle.
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