Technical Support Representative (POS System) | Onsite | Makati

Keep Venues Running Smoothly with Smart Tech Assistance

In the fast-paced world of hospitality and events, this tech support role keeps you close to the action. It's your chance to trade burnout for balance.

Job Description

As a Technical Support Representative, you'll be the first point of contact for customer issues-resolving inquiries via phone, chat, or email, while providing expert guidance on technical issues tied to the platform. You'll ensure smooth operations and quick solutions to enhance every customer's experience.

Job Overview

Work setup: Onsite, Makati

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) with no leave expiration
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• Minimum of 3 years of experience in a similar role with an offshore company
• Excellent written and verbal communication skills
• Strong problem-solving and troubleshooting abilities
• Outstanding customer service skills
• Willingness to learn and a positive attitude
• Ability to understand technical problems and provide effective solutions
• In-depth knowledge of Windows and networking
• Point of Sale (POS) experience is highly regarded
• Strong attention to detail
• Ability to overcome obstacles and setbacks
• High level of customer care
• High degree of self-motivation

Personal Attributes:

• Enthusiastic and energetic
• Honest and with integrity
• Goal-oriented
• Professional in conduct
• Persistent in achieving goals
• Reliable and consistent

• Provide all potential and existing customers with premium service and ensure overall satisfaction with the table ordering platform
• Act as the first point of contact for all customer queries via phone, live chat, and ticket/email
• Attend to all customer complaints and resolve issues in a proactive and professional manner
• Focus on first call resolution
• Escalate complaints to the Team Lead when necessary
• Analyze customer queries and provide the best outcomes
• Manage daily activities and ensure all customer service-related commitments are completed in a timely manner
• Educate customers on new products and features
• Maintain and record all customer information in the relevant CRM system
• Meet KPIs and SLAs as set by the Team Lead
• Minimize customer churn
• Ensure the Team Customer Satisfaction score (CSAT) stays above target
• Perform other duties as assigned

About the Client

Our client is a leading digital ordering platform transforming the hospitality industry. With cutting-edge, industry-exclusive technology, they empower top-tier venues to deliver fast, reliable, and seamless ordering experiences. Their solutions eliminate common ordering issues, boost operational efficiency, and drive customer satisfaction-making them the trusted partner for some of the busiest venues in the region.

Who Are We

Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. Apply now and be part of the #EmaptaEra!