Technical Support Representative – Capital Equipment

About the role

We are looking for a Technical Support Representative (A) to provide front‑line assistance for our Capital Equipment portfolio, including IVP, Cortrak and Game Ready systems. The role is based in Cebu and involves both inbound phone support and coordination with global service teams.

Key responsibilities

• Answer the Game Ready Tech Support phone queue daily, delivering live troubleshooting, product guidance and follow‑up emails.
• Log failure complaints and create Service & Repair orders in the designated electronic system, ensuring compliance with company guidelines.
• Complete the TECO process for LATAM, EMEA and APAC repairs to enable timely customer billing.
• Obtain credit‑card information and coordinate with service centers or scheduling teams to release units for repair.
• Monitor Salesforce, SAP and other tracking tools to guarantee timely shipment of loaner or repaired units.
• Analyze Tech Support dashboards, track performance metrics and propose process improvements.
• Serve as the primary contact for Service & Repair inquiries covering pricing, credits, logistics, customs and damage.
• Collaborate with cross‑functional partners to resolve issues and drive continuous improvement.

Required profile

• Strong verbal and written communication skills for clear customer interaction.
• Ability to interpret technical information and explain it to non‑technical users.
• Customer‑service mindset with proven de‑escalation capabilities.
• Analytical mindset to review dashboards, identify root causes and meet performance goals.
• Effective prioritisation and time‑management skills.

Required skills

• SAP
• Salesforce
• TECO
• Microsoft Outlook
• SharePoint
• Tracking tools