Technical Support Representative (Email & Chat)

About the role

We are looking for a Technical Support Representative to join our Cebu team. In this role you will assist customers via email and chat, troubleshoot technical issues and ensure a smooth, positive experience.

Key responsibilities

• Provide first‑line technical assistance to customers through email and live chat.
• Diagnose, isolate and resolve a wide range of technical problems.
• Document cases accurately in the ticketing system.
• Communicate step‑by‑step solutions in clear, patient language.
• Identify patterns and suggest improvements to processes.

Required profile

• Strong spoken and written English (minimum C1 level).
• At least 2 years of professional technical troubleshooting experience.
• Experience supporting customers via email and/or chat.
• Self‑motivated, organized and able to work independently in a fast‑changing environment.
• Team‑oriented with a passion for delivering excellent customer service.

Required skills

• Proficiency with Office 360, especially Excel (optional but preferred).
• Familiarity with ticketing platforms such as Zendesk, ServiceDesk or Freshdesk.
• Typing speed of at least 40 WPM.