Job description
Join iQor as a Technical Support Specialist in Dasmarinas City, Cavite, and play a pivotal role in delivering exceptional customer experiences. This full-time position offers a competitive salary of up to PHP 50,000 per month, plus benefits and opportunities for career growth within a globally trusted leader in customer experience and technology services.
\nAs a Technical Support Specialist, you will diagnose and resolve complex technical issues, assist customers across phone, chat, and email channels, and collaborate with product and engineering teams to implement lasting solutions. You will maintain up-to-date knowledge of iQor products, document interactions in the CRM, and contribute to knowledge base articles to help teammates and customers alike. If you are passionate about technology, problem-solving, and delivering excellent service, this is a great place to advance your career.
\nWe value curiosity, reliability, and a customer-first mindset. If you thrive in a fast-paced environment and are passionate about technology and service, we want to hear from you. Apply now to join a team that makes complex issues feel simple for customers worldwide.
Responsibility
- Provide expert technical assistance to customers by diagnosing and resolving hardware, software, and connectivity issues across multiple platforms.
- Guide customers through clear, step-by-step solutions via phone, chat, or email while documenting all interactions in the CRM.
- Diagnose root causes, perform initial troubleshooting, and escalate complex issues to Tier 2 or product teams when needed.
- Work closely with cross-functional teams to deliver effective solutions and improve customer satisfaction.
- Maintain up-to-date product knowledge and contribute to a growing knowledge base with troubleshooting tips and best practices.
- Meet or exceed performance metrics such as First Contact Resolution, CSAT, and average handling time.
- Manage multiple inquiries simultaneously with professionalism, empathy, and strong communication in a fast-paced environment.
Qualification
- 1+ year of experience in technical support, IT helpdesk, or related customer service role.
- Strong problem-solving and analytical skills with a customer-first mindset.
- Excellent verbal and written English communication; ability to explain technical concepts clearly.
- Proficiency with CRM/ticketing systems (e.g., Zendesk, Salesforce) and remote assistance tools.
- Knowledge of Windows and macOS operating systems, basic networking, and common software applications.
- Ability to multitask, prioritize, and manage time in a fast-paced environment.
- Positive attitude, resilience, and strong collaboration skills.