Job description
Join EMAPTA, a leading global outsourcing partner, as a Technical Support Representative onsite in Cebu. You’ll be the first point of contact for a renowned global fitness brand, delivering exceptional technical assistance to end users across multiple channels. This role offers a shifting schedule, Day 1 HMO coverage, and exposure to international product roadmaps. You will thrive in a collaborative environment that values curiosity, accountability, and professional growth, with clear opportunities to expand your skills in IT support, troubleshooting, and customer experience.
As part of the Cebu onsite team, you will diagnose and resolve hardware, software, and network issues, guide users through step-by-step solutions, and document all interactions in our ticketing system. You’ll work closely with Product and Engineering to escalate complex problems, reproduce issues, and contribute to a living knowledge base. The role emphasizes empathy, crisp communication, and the ability to manage multiple priorities in a fast-paced setting. If you enjoy helping people solve problems and want global exposure with a local footprint, this is the place for you.
At EMAPTA, we invest in your professional development through hands-on training, mentoring, and access to a wide range of IT and customer support opportunities. You’ll gain practical experience with industry-standard tools, stay current on product updates, and build a track record of reliable, high-quality service for a worldwide audience. Bring your problem-solving mindset, a customer-first attitude, and readiness to contribute to a dynamic team that supports fitness enthusiasts around the globe. This onsite role is ideal for motivated individuals seeking growth in a multinational environment.
Responsibility
- Provide timely first-line technical support to customers using our global fitness brand trusted software and devices.
- Troubleshoot issues related to software applications, device configuration, network connectivity, and account access.
- Document all interactions in the ticketing system, classify issues, set priorities, and track resolutions to closure.
- Collaborate with Tier 2 engineers and product teams to escalate and resolve complex problems.
- Guide users through step-by-step solutions, including remote assistance as needed, to restore normal service quickly.
- Maintain and share knowledge by contributing to the knowledge base and training colleagues.
- Support on-site visits when required and ensure minimal downtime for clients in a fast-paced environment.
- Meet or exceed service level targets such as response time, first contact resolution, and customer satisfaction scores.
Qualification
- Bachelor's degree in information technology, computer science, or a related field, or equivalent work experience.
- 1-3 years of hands-on technical support, help desk, or IT support experience.
- Strong troubleshooting skills across Windows and macOS, with familiarity of mobile devices and peripheral hardware.
- Excellent written and verbal communication in English and a customer-focused mindset.
- Ability to work onsite in Cebu and participate in shifting schedules, including possible weekend shifts.
- Experience with ticketing systems (e.g., Zendesk, Freshdesk) and remote support tools; basic networking knowledge.
- Ability to learn quickly, adapt to product updates, and collaborate with cross-functional teams.