Technical Support Representative
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What you'll do
- Answer inbound calls from customers and prospective customers with questions or concerns related to consumer electronics.
- Provide accurate product and technical support while delivering excellent customer service and proper phone etiquette.
- Perform troubleshooting for technical issues involving consumer electronics products.
- Handle warranty-related concerns and general product inquiries.
- Identify priority concerns and escalate issues to the next level of support when appropriate.
- Gather complete customer information, document concerns, and record actions taken in Oracle and other internal systems.
- Utilize the knowledge base and available tools to access product, troubleshooting, and policy information needed for issue resolution.
- Support upselling opportunities where applicable while maintaining a customer-first approach.
- Continuously learn and adapt to new technologies in the consumer electronics market, with focus on audio and video products.
- Maintain professionalism, punctuality, accountability, and a strong sense of ownership in every customer interaction.
- Perform other duties and responsibilities that may be assigned from time to time.
What they're looking for
- At least 2 years of technical inbound call center experience, or equivalent relevant work experience.
- Strong customer service orientation with keen attention to detail.
- Good oral and written English communication skills.
- Strong problem-solving and critical-thinking skills.
- Good judgment and ability to make decisions independently with minimal supervision.
- Strong active listening and interpersonal skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Willingness to work on weekends and shifting schedules.
- Proficiency in Windows-based computer systems.
- Ability to interact with customers professionally and courteously.
- Positive attitude, adaptability, and willingness to learn new workflows and tools.
- Strong performance mindset with focus on customer satisfaction, quality, and KPI achievement.
Nice to have
- Knowledge of Bluetooth, Wi-Fi, apps, casting/beaming technology, and home audio systems.
- Experience supporting consumer electronics, especially audio and video products.
- MAC experience.
- Background as a CSAT champion, top performer, or high-performing technical support representative.
- Demonstrated initiative in self-development and continuous learning.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Technical Support Representative
Program: NexGen PH Site: Onsite – Ortigas Center, Pasig City Reporting to: Team Lead / Operations Manager
We are an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. As a Technical Support Representative, you will play a vital role in delivering excellent customer experiences by resolving technical concerns, supporting product-related inquiries, and helping drive customer satisfaction and business success.
Tasks and Function
•
Answer inbound calls from customers and prospective customers with questions or concerns related to consumer electronics.
•
Provide accurate product and technical support while delivering excellent customer service and proper phone etiquette.
•
Perform troubleshooting for technical issues involving consumer electronics products.
•
Handle warranty-related concerns and general product inquiries.
•
Identify priority concerns and escalate issues to the next level of support when appropriate.
•
Gather complete customer information, document concerns, and record actions taken in Oracle and other internal systems.
•
Utilize the knowledge base and available tools to access product, troubleshooting, and policy information needed for issue resolution.
•
Support upselling opportunities where applicable while maintaining a customer-first approach.
•
Continuously learn and adapt to new technologies in the consumer electronics market, with focus on audio and video products.
•
Maintain professionalism, punctuality, accountability, and a strong sense of ownership in every customer interaction.
•
Perform other duties and responsibilities that may be assigned from time to time.
Required Skills: (Must Have)
•
At least 2 years of technical inbound call center experience, or equivalent relevant work experience.
•
Strong customer service orientation with keen attention to detail.
•
Good oral and written English communication skills.
•
Strong problem-solving and critical-thinking skills.
•
Good judgment and ability to make decisions independently with minimal supervision.
•
Strong active listening and interpersonal skills.
•
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
•
Willingness to work on weekends and shifting schedules.
•
Proficiency in Windows-based computer systems.
•
Ability to interact with customers professionally and courteously.
•
Positive attitude, adaptability, and willingness to learn new workflows and tools.
•
Strong performance mindset with focus on customer satisfaction, quality, and KPI achievement.
Preferred Skills: (Nice to Have)
•
Knowledge of Bluetooth, Wi-Fi, apps, casting/beaming technology, and home audio systems.
•
Experience supporting consumer electronics, especially audio and video products.
•
MAC experience.
•
Background as a CSAT champion, top performer, or high-performing technical support representative.
•
Demonstrated initiative in self-development and continuous learning.
Selling Points / Benefits
•
Opportunity to support a highly engaging consumer electronics account.
•
Exposure to the latest audio, video, and smart connectivity technologies.
•
Strong development opportunity for candidates with technical support experience.
•
Dynamic environment for team members who enjoy troubleshooting and customer interaction.
Required Tools / System
•
Oracle
•
Knowledge Base System
•
Windows-based computer systems
What Success Looks Like
•
High customer satisfaction scores.
•
Excellent customer feedback.
•
Consistent achievement of KPIs and performance targets.
•
Accurate documentation and efficient issue resolution.
•
Strong adherence to quality, attendance, and productivity expectations.
What We Value
•
Curious and Clever - Investigate issues thoroughly and identify the best resolution.
•
Entrepreneurial Energy - Take ownership of customer concerns and follow through on solutions.
•
Fast with Intent - Meet service levels without sacrificing quality and accuracy.
•
Laugh and Learn - Stay coachable, continuously improve, and contribute positively to the team.
Join the A-Team and experience the A-Life!
Company
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