Assistant Community Manager – Manufactured Housing
Investment Property Group (IPG)
Technical Support Representative
Helpware
full-time
Posted on:
Location Type: Office
Location: Cebu • 🇵🇭 Philippines
Visit company websiteJob Level
Junior
About the role
- First point of contact for customers seeking technical assistance
- Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email
- Execute clear, step-by-step procedures to fulfill routine requests (password resets, data resyncs, configuration changes)
- Maintain accuracy and efficiency in case handling, adhering to defined processes
- Leverage the Resource Hub (knowledge base) to resolve cases and report knowledge gaps or inaccuracies
- Capture relevant customer and system information (error messages, steps to reproduce, user details)
- Escalate unresolved technical issues to the L1 Core Team with clear handoff information
- Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle
Requirements
- Proactive approach
- Empathetic individuals
- Problem-solving skills
- Organizational skills
- Multitasking
- Basic computer skills
- Excellent verbal and/or written communication skills
- Basic knowledge of industry-specific software/tools
- Familiarity with company-specific software/tools
- Ability to convey technical information clearly
- High school diploma or equivalent (additional technical education a plus)
- Certifications in relevant technologies or products are a plus
- 1+ year of experience in a technical support or service role
- Experience working with CRM or ticketing systems (preferred)
- Basic troubleshooting skills
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
basic troubleshootingtechnical supportservice requestspassword resetsdata resyncsconfiguration changescase handlingproblem-solving
Soft skills
proactive approachempathyorganizational skillsmultitaskingexcellent verbal communicationexcellent written communication
Certifications
certifications in relevant technologies
