Job Summary:
We are seeking a highly motivated Technical Support Representative (TSR) to join our team in Cebu City. The TSR will be responsible for providing first-level technical support and customer assistance through various channels including email, phone, chat, and ticketing systems. This role involves diagnosing and resolving hardware, software, and network issues-especially related to surveillance and security systems-while ensuring excellent customer service and adherence to service level agreements (SLAs).
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via email, phone, chat, or OA Ticketing System.
- Diagnose and troubleshoot CCTV and non-CCTV hardware, software, and network issues based on customer reports.
- Escalate complex or unresolved technical issues to internal specialist teams when necessary.
- Create and maintain technical documentation, FAQs, and knowledge base articles to assist users and team members.
- Facilitate client and/or partner training sessions, webinars, and product-related events.
- Collaborate with sales and technical teams to ensure efficient and accurate resolution of customer concerns.
- Provide technical guidance and training support to clients and team members as needed.
- Ensure high levels of customer satisfaction by meeting or exceeding defined SLAs.
Qualifications:
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field-or equivalent practical experience.
- Prior experience in surveillance systems (e.g., CCTV) is an advantage.
- Excellent problem-solving skills and strong attention to detail.
- Outstanding communication skills, both verbal and written.
- Ability to work independently and collaborate with cross-functional teams in a dynamic, fast-paced environment.
- Willingness to travel when required for on-site support or training engagements.
