Technical Support Representative
On-siteManila, Metro Manila, Philippines
Job Summary
Respond to customer inquiries via live chat, email, and inbound telephone calls, providing first-level troubleshooting for intermediate product issues. Manage helpdesk ticket tracking software, update customer data, and produce activity reports to ensure proper documentation and closure. Escalate unresolved queries to the next level of support by routing problems to the correct resources while following up with clients to drive resolution. Work alongside Client Services teams in the Americas and EMEA/APAC regions, recommending workflow modifications to improve processes. This role requires a Bachelor's degree, at least two years of customer support experience, and proficiency in Microsoft Office, with a willingness to work shifting schedules and Philippine holidays.
Required Qualifications
- Bachelor's degree holder in any field
- At least completed 2nd year college (with no back subjects or incomplete units) but should have relevant experience
- Minimum of 2 years Customer Support Experience (customer service/technical support experience)
- Excellent Communication Skills
- Demonstrated knowledge and proficiency in Microsoft office applications
- No attendance/proximity issues
- Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Desired Qualifications
- Aviation background is preferred
- Knowledge in salesforce, JIRA, Confluence is a plus
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