Sourcefit

Technical Support Representative

Sourcefit

full-time

Posted on:

Location Type: Hybrid

Location: Quezon City • Philippines

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Tech Stack

AndroidiOS

About the role

  • Provide Tier 1 technical support to customers via phone, email, and chat.
  • Utilize Zendesk CRM (or similar tools) to manage, track, and resolve customer inquiries and tickets.
  • Troubleshoot Wi-Fi connectivity issues, including router setup, basic configuration, signal interference, and general network performance concerns.
  • Assist customers with Android and iOS app troubleshooting, including guiding them through device settings, app permissions, updates, and resolving common functionality issues.
  • Escalate complex technical issues beyond Tier 1 support with clear documentation and proper handoff.
  • Maintain high customer satisfaction through professional, clear, and empathetic communication.
  • Accurately document all interactions, troubleshooting steps, and resolutions in the CRM system.

Requirements

  • At least 1–2 years of experience in BPO customer support (phone, email, and chat).
  • Working knowledge of Wi-Fi networking and basic connectivity troubleshooting.
  • Familiarity with Android and iOS device navigation and basic app troubleshooting.
  • Experience in a telco account is preferred (mobile devices, connectivity support).
  • Familiarity with CRM tools such as Zendesk or similar platforms (Not required as training will be provided).
  • Strong troubleshooting and analytical thinking skills.
  • Ability to identify issues within the Tier 1 scope and escalate appropriately when needed.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills with a structured approach.
  • Ability to manage multiple inquiries in a fast-paced environment.
  • Empathy and patience when assisting customers with varying technical knowledge.
  • High school diploma or equivalent required.
  • An associate’s degree in IT, Computer Science, or a related field is a plus but not required.
Benefits
  • Work from home (Onsite training and might be asked to report onsite at least once a month)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Wi-Fi troubleshootingnetwork performanceAndroid troubleshootingiOS troubleshootingCRM managementticket resolutionrouter setupbasic configurationsignal interferenceanalytical thinking
Soft Skills
customer satisfactionclear communicationempathypatienceproblem-solvingmultitaskingstructured approachverbal communicationwritten communicationescalation management
Certifications
high school diplomaassociate's degree in ITassociate's degree in Computer Science