Technical Support Representative

Naga City, Bicol, Philippines Regular
Join Our Team as a Technical Support Representative! Are you passionate about delivering exceptional technical support? We're looking for a Technical Support Representative with a minimum of 3 years of experience in a BPO setting to join our dynamic team! If you thrive in a fast-paced environment, enjoy troubleshooting and solving technical issues, and communicate clearly and effectively, this is your opportunity to shine and grow with us! Key Responsibilities Technical Troubleshooting & Issue Resolution Act as the first point of contact for all technical inquiries via Intercom , email, and phone. Diagnose and resolve Level 1 issues, including: App configuration and workflows Data sources, fields, and integrations Access control, authentication, and user roles Device-specific behavior (iOS, Android, web) Screen layouts, components, and visibility rules Use systematic troubleshooting methods (logs, reproduction steps, console checks, test apps) to ensure consistent and effective resolution. Provide technical pushback when client requests fall outside the agreed-upon scope. Escalation Management Escalate Level 2 issues to Engineering or Customer Support, providing complete diagnostic notes, including: Steps to reproduce the issue Expected vs actual behavior Screenshots, logs, and impact summary Prevent unnecessary escalations by resolving configuration or user-error issues during the first contact. Platform Configuration Support Guide customers through setting up and configuring data sources, adjusting app layouts, logic, and workflows, and making basic HTML/CSS tweaks within the platform. Ensure customers understand platform components and behaviors and assist them in validating their configurations. Directly fix simple setup errors to ensure a smooth customer experience. Knowledge Base & Documentation Create and maintain comprehensive help articles, troubleshooting guides, and internal technical notes. Ensure all documentation adheres to structure, tagging, and metadata rules to support AI workflows. Convert solved tickets into reusable documentation to reduce future support volume. Support Operations & Quality Work within established SLAs for response and resolution times. Accurately categorize and log tickets (e.g., bug, request, configuration issue, training need). Track support metrics and proactively identify recurring issues for process improvements. Ensure compliance with ISO-aligned processes, documenting all actions and making them audit-ready. Client Enablement & Education Deliver training sessions or walkthroughs (live or recorded) to help users better understand platform features. Provide proactive recommendations to clients to prevent recurring issues. Support Customer Support during client onboarding for configuration-related queries. Product Insight & Feedback Sharing Identify recurring product issues and usability challenges, providing structured feedback to the Product, Customer Support, and Engineering teams. Participate in incident reviews and contribute to continuous improvement initiatives. Experience & Attributes Required Essential Strong technical troubleshooting ability in a SaaS environment . Experience handling customer support tickets using tools like Intercom , Zendesk , Freshdesk , or similar. Proficiency in understanding and working with: HTML CSS Basic JavaScript concepts (not coding, but understanding behavior) Ability to reproduce and diagnose issues using logs, screenshots, and debug tools. Excellent written English with a concise and clear communication style. High attention to detail and ability to follow structured processes. Experience supporting non-technical users with technical issues. Nice to Have Experience with low-code/no-code platforms . Background in QA , testing , or technical customer support . Understanding of APIs , data structures , and workflow logic . Experience working with Intercom , Jira , and Hubspot . At least 3 years of Call Center Experience Onsite ONLY (Preferably within Naga City or nearby areas) ️ Flexible shifts Ready to start your journey with DMI? Apply now and take your career to new heights with a company that values growth and development! Send your CV to [email protected] or visit us at 3F Greenwood Bldg., Magsaysay Avenue, Naga City . We can’t wait to meet you!