Technical Support Representative (VPN / Cybersecurity Account)
Planas chuliganas Cebu City Full-time
Job Title : Technical Support Representative
Location : Cebu City (Onsite/Hybrid — customizable)
Shift : Shifting Schedule | 24/7 Support Environment
Location : Cebu City (Onsite/Hybrid — customizable)
Shift : Shifting Schedule | 24/7 Support Environment
Employment Type : Full-time
Key Responsibilities- Provide technical support via chat, email, and/or voice
- Assist customers with VPN installation and setup on Windows, Mac, Android, iOS, and routers
- Troubleshoot connection issues, login errors, and performance concerns
- Guide users through account setup and subscription-related concerns
- Educate customers on product features and security best practices
- Document interactions accurately using CRM tools
- Escalate complex technical issues to higher-tier support teams
- Maintain high customer satisfaction and resolution standards
Typical issues include:
- VPN connection failures
- Slow internet while VPN is active
- Server selection troubleshooting
- Device compatibility issues
- Billing or subscription support
- Completed at least Senior High School or College Level
- At least 1 year BPO or Technical Support experience (preferred)
- Strong English communication skills (written and verbal)
- Basic understanding of computers, networking, and internet concepts
- Willing to work on shifting schedules
- Amenable to work onsite
- Experience supporting VPN, ISP, or software products
- Familiarity with:
- Windows and macOS troubleshooting
- Mobile devices (Android/iOS)
- Networking basics (IP address, DNS, routers)
- VPN concepts (connection protocols, encryption basics)
VPN services often include security tools such as kill switches, malware blocking, and encrypted connections across multiple devices, which technical support teams frequently help customers configure.
What We Offer- Competitive salary
- Performance incentives
- Paid training
- Career growth opportunities
- Exposure to global cybersecurity support environment
- Supportive and collaborative team culture
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