Technical Support Representative (TSR) - Manila

Basic Salary: ₱28,000 – ₱32,000/month (based on experience)

About Mobileciti

Mobileciti is a leading technology retail and eCommerce company offering a wide range of smartphones, tablets, accessories, and gadgets across Australia. We pride ourselves on delivering exceptional customer experience and expert support to help customers get the most out of their tech.

Job Overview

We are looking for a detail-oriented and tech-savvy Technical Support Representative (TSR) to join our growing team. You will be responsible for providing front-line technical support to customers, resolving device-related issues, and assisting with product-related inquiries through phone, email, and live chat.

• Provide timely and professional technical support for smartphones, tablets, and tech accessories.
• Guide customers through troubleshooting steps for connectivity, software, and hardware issues.
• Support inquiries related to device setup, product compatibility, and usage instructions.
• Assist with returns, warranty processes, and escalation to service centers or advanced support.
• Record customer interactions and troubleshooting logs in CRM platforms (e.g., eDesk, Zendesk, Freshdesk).
• Maintain updated product knowledge to confidently support Mobileciti’s inventory.
• Work collaboratively with customer service, logistics, and sales teams to resolve issues efficiently.
• Hit key service metrics including resolution rate, customer satisfaction, and response time.

• Minimum 1–2 years of BPO or in-house experience in a technical support/helpdesk role.
• Strong knowledge of mobile phone tablets , smart wearable, electronic gadgets , laptops, networking devices etc. troubleshooting.
• Proficient in English (verbal and written) with excellent communication and active listening skills.
• Ability to troubleshoot and resolve issues in a calm, professional manner.
• Experience with CRM/ticketing tools is an advantage (e.g., eDesk, Zendesk, Freshdesk).
• Willingness to work on AU business hours and weekends if required.

• Basic Salary: ₱28,000 – ₱32,000/month (based on skill & experience)
• Government Mandated Benefits + HMO (upon regularization or as agreed)
• Performance-based incentive