Tier 1 Technical Support Representative - WFH until further …, Quezon City

Position Summary:

We are seeking a Tier 1 Technical Support Representative to join our dynamic team. This role requires a customer-centric professional who has a deep understanding of customer service and technical support. The ideal candidate will be responsible for providing exceptional service to our customers, assisting them in troubleshooting, and ensuring high levels of customer satisfaction.

Job Details:

Work from home (Onsite training and might be asked to report onsite at least once a month)

Work Schedule: Shifting

Training Schedule (Onsite): Monday to Friday | 11:30 PM to 8:30 AM Manila Time (About 1-2 weeks)

Following US Holidays

Responsibilities:

Provide Tier 1 technical support to customers via phone, email, and chat.

Utilize Zendesk CRM (or similar tools) to manage, track, and resolve customer inquiries and tickets.

Troubleshoot Wi-Fi connectivity issues, including router setup, basic configuration, signal interference, and general network performance concerns.

Assist customers with Android and iOS app troubleshooting, including guiding them through device settings, app permissions, updates, and resolving common functionality issues.

Escalate complex technical issues beyond Tier 1 support with clear documentation and proper handoff.

Maintain high customer satisfaction through professional, clear, and empathetic communication.

Accurately document all interactions, troubleshooting steps, and resolutions in the CRM system.

Qualifications:

At least 12 years of experience in BPO customer support (phone, email, and chat).

Working knowledge of Wi-Fi networking and basic connectivity troubleshooting.

Familiarity with Android and iOS device navigation and basic app troubleshooting.

Experience in a telco account is preferred (mobile devices, connectivity support).

Familiarity with CRM tools such as Zendesk or similar platforms (Not required as training will be provided).

Strong troubleshooting and analytical thinking skills.

Ability to identify issues within the Tier 1 scope and escalate appropriately when needed.

Excellent verbal and written communication skills.

Strong problem-solving skills with a structured approach.

Ability to manage multiple inquiries in a fast-paced environment.

Empathy and patience when assisting customers with varying technical knowledge.

High school diploma or equivalent required.

An associates degree in IT, Computer Science, or a related field is a plus but not required.