Technical Support Representative – Hardware Support

SupportNinja · Philippines · posted today ago

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Listing supplied by Himalayas. 101 Careers did not originate this post and applications are handled by the employer.

About this role

Employment Type:Full-Time

Work Setup: Remote/WAH (BYOD - Windows 11OS)

Start date: Oct 20, 2026 (Tuesday-Saturday)

Schedule: 5 AM - 2 PM MNL or 3 PM - 12 MN (24hrs shifting schedule)

The Technical Support Representativeis responsible for providing basic to advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

What does a day in the life of a Technical Support Representative look like?

Provide basic technical support to customers who are experiencing technical issues with their products or services
Identify and troubleshoot technical problems, and provide timely and effective solutions to customers
Communicate technical solutions to non-technical customers in a clear and concise manner
Ensure accurate ticket triaging
Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
Escalate complex issues to higher-level team members as necessary
Document customer interactions and technical issues in a customer relationship management (CRM) system
Provide excellent customer service to ensure customer satisfaction and loyalty
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed to resolve customer issues
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned

What are the required qualifications for a Technical Support Representative?

6 months' experience in a technical support role or equivalent preferred
Good communication skills, both verbal and written
Proficiency in using computer applications and software
Experience using a CRM preferred
Desktop/Laptop Support - Mostly hardware (basically everything about the laptop - modular, such as replacement, dismantling the laptop; everything is in the guides)