Technical Support Representative

Technical Support Representative
Program: NexGen PH Site: Onsite – Ortigas Center, Pasig City Reporting to: Team Lead / Operations Manager
We are an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. As a Technical Support Representative, you will play a vital role in delivering excellent customer experiences by resolving technical concerns, supporting product-related inquiries, and helping drive customer satisfaction and business success.
Tasks and Function
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Answer inbound calls from customers and prospective customers with questions or concerns related to consumer electronics.
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Provide accurate product and technical support while delivering excellent customer service and proper phone etiquette.
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Perform troubleshooting for technical issues involving consumer electronics products.
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Handle warranty-related concerns and general product inquiries.
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Identify priority concerns and escalate issues to the next level of support when appropriate.
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Gather complete customer information, document concerns, and record actions taken in Oracle and other internal systems.
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Utilize the knowledge base and available tools to access product, troubleshooting, and policy information needed for issue resolution.
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Support upselling opportunities where applicable while maintaining a customer-first approach.
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Continuously learn and adapt to new technologies in the consumer electronics market, with focus on audio and video products.
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Maintain professionalism, punctuality, accountability, and a strong sense of ownership in every customer interaction.
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Perform other duties and responsibilities that may be assigned from time to time.
Required Skills: (Must Have)
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At least 2 years of technical inbound call center experience, or equivalent relevant work experience.
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Strong customer service orientation with keen attention to detail.
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Good oral and written English communication skills.
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Strong problem-solving and critical-thinking skills.
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Good judgment and ability to make decisions independently with minimal supervision.
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Strong active listening and interpersonal skills.
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Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
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Willingness to work on weekends and shifting schedules.
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Proficiency in Windows-based computer systems.
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Ability to interact with customers professionally and courteously.
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Positive attitude, adaptability, and willingness to learn new workflows and tools.
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Strong performance mindset with focus on customer satisfaction, quality, and KPI achievement.
Preferred Skills: (Nice to Have)
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Knowledge of Bluetooth, Wi-Fi, apps, casting/beaming technology, and home audio systems.
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Experience supporting consumer electronics, especially audio and video products.
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MAC experience.
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Background as a CSAT champion, top performer, or high-performing technical support representative.
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Demonstrated initiative in self-development and continuous learning.
Selling Points / Benefits
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Opportunity to support a highly engaging consumer electronics account.
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Exposure to the latest audio, video, and smart connectivity technologies.
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Strong development opportunity for candidates with technical support experience.
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Dynamic environment for team members who enjoy troubleshooting and customer interaction.
Required Tools / System
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Oracle
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Knowledge Base System
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Windows-based computer systems
What Success Looks Like
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High customer satisfaction scores.
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Excellent customer feedback.
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Consistent achievement of KPIs and performance targets.
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Accurate documentation and efficient issue resolution.
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Strong adherence to quality, attendance, and productivity expectations.
What We Value
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Curious and Clever - Investigate issues thoroughly and identify the best resolution.
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Entrepreneurial Energy - Take ownership of customer concerns and follow through on solutions.
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Fast with Intent - Meet service levels without sacrificing quality and accuracy.
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Laugh and Learn - Stay coachable, continuously improve, and contribute positively to the team.

Join the A-Team and experience the A-Life!