Business Area: Cebu Global Customer Services

Job Summary:

Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.  Provides support to customer/users where the product is highly technical or sophisticated in nature.

Roles and Responsibilities:

  • Provide technical support for complex solutions products for highly knowledgeable customers, such as trained help desks, service technicians, IT administrators through phone and email.
  • Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
  • Own each issue until customer confirms it is resolved and own customer communications (call-back, status updates, etc) related to the issues customers report.
  • Maintain professional communication with customers in all circumstances.
  • Establish relationship with the customer, gaining knowledge of the customer’s environment, configuration, business, and build trust and rapport with the customer.
  • Calm and assure customers who are upset by product or other issues.
  • Adapt to customer’s level of knowledge.
  • Collaborate with team members to increase the efficiency and effectiveness of the processes/procedures.


  • Graduate of a college degree preferably computer or engineering related courses.
  • At least 2-3 years Technical support experience in a BPO industry.
  • Basic knowledge in Computer/Printing Fundamentals & Networking.
  • Proficient knowledge in Microsoft Office applications.
  • Effective written, verbal and interpersonal skills.
  • Excellent analytics and research skills.
  • Keen to details.
  • Willing to work on a shifting schedule.

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