Tech Support Customer Service Representative
Sequential Technologies International Quezon City Full-time
Tech Support Customer Service Representative
Employment Type: Full-Time Location: On-Site Experience Level: 1–2 Years
About the Role
We're looking for a Tech Support Customer Service Representative to join our team on-site. In this role, you'll be the first point of contact for customers experiencing technical issues — troubleshooting problems, answering product questions, and making sure every interaction leaves the customer feeling heard and helped.This is a great fit for someone who enjoys solving problems, explaining technical concepts in plain language, and staying calm under pressure.
What You'll Do- Respond to customer inquiries via phone, email, and/or chat regarding technical issues, account questions, and product functionality
- Diagnose and troubleshoot hardware, software, or service-related problems, guiding customers step-by-step toward a resolution
- Document customer interactions, issues, and resolutions accurately in the CRM/ticketing system
- Escalate complex or unresolved issues to senior support staff or relevant departments
- Follow up with customers to confirm issues are fully resolved
- Identify recurring issues and flag trends to help improve products and processes
- Maintain up-to-date knowledge of company products, services, and troubleshooting procedures
- Meet individual and team performance metrics (response time, resolution rate, customer satisfaction)
- 1–2 years of experience in customer service, technical support, or a related role
- Strong troubleshooting skills and comfort working with technology/software
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical customers
- Patience, empathy, and a customer-first mindset, especially when handling frustrated callers
- Ability to multitask and stay organized while managing multiple inquiries
- Comfortable working with CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, or similar)
- Reliable, punctual, and able to work on-site during scheduled shifts
- High school diploma or equivalent required; additional technical certifications a plus
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