SuperStaff is looking for a Technical Support Representative to deliver high-quality technical support to customers worldwide. You will serve as the primary point of contact for clients facing technical challenges, ensuring efficient resolution through various communication channels.
What You'll Do
- Respond to technical inquiries from global customers via phone and email, ensuring accurate and timely communication.
- Handle and resolve C-level technical issues independently; escalate more critical or unresolved issues to the client’s Headquarters with proper documentation.
- Conduct remote desktop sessions with clients to assist with software re-installations and hands-on troubleshooting.
- Collect and organize necessary data related to incidents, including system logs, error reports, and reproduction steps. Maintain detailed case notes.
- Flag and forward urgent issues to the HQ team with all necessary context.
- Ensure smooth transitions between shifts with proper documentation and contribute to internal knowledge base development.
What We're Looking For
- Proven experience in a technical support, IT help desk, or customer support role in a global environment.
- Strong understanding of software installation, basic networking, and remote access tools.
- Comfortable working rotating shifts, including weekends and holidays (24/7 coverage required).
- Excellent English communication skills (spoken and written).
- Strong documentation and organizational skills.
- Ability to multitask in a fast-paced support environment.
Nice to Have
- Experience using remote desktop tools (e.g., TeamViewer, AnyDesk, RDP).
- Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk).
- Previous exposure to global technical support operations.
- Ability to remain calm and professional under pressure.
- Prior experience working with clients in media, entertainment, or hardware/software integration industries is a bonus.
Technical Stack
- Remote desktop tools: TeamViewer, AnyDesk, RDP
- Ticketing systems: Zendesk, Jira Service Desk, Freshdesk
Benefits & Compensation
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Night Differential
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- A laptop will be provided by the company
Work Mode
This is an onsite position. You will be based at either our SM Clark or Ayala, Makati location.
