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Helpware Logo Helpware · IT - Administration

Technical Support Representative

Philippines, Taguig · Job Posted January 05, 2026
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Job Description

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. Our Philippines team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.

Job Responsibility

  • Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue
  • new tickets should include answers to the prescribed probing questions
  • Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC
  • Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time
  • these can be scheduled or not
  • Prioritize the resolution of support tickets based on the criteria set by the Client POCs
  • Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks
  • Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained

Requirements

  • Must be at least 18 years of age
  • Must be able to work full time, 40 hrs per week
  • Must be able to work on a rotating schedule and weekends/holidays
  • Good English communication skills both written and verbal
  • Experience with Zendesk or any similar ticketing platforms
  • Experience with order processing accounts is preferred
  • Can multi-task as this person will manage emails and inbound calls
  • Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx Experience with troubleshooting POS servers and facilitating remote sessions
  • Advanced troubleshooting skills with both hardware and software, networking
  • Preferably has experience with both Mac and Windows OS, iOS and Android

Nice to have

Programming experience is a plus

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