Technical Support Representative (3-month Project-Based)

We are seeking a dedicated Technical Support Representative to provide world-class support for our global customers. You will be the front line of communication for clients experiencing technical difficulties, ensuring swift resolution of issues through calls, emails, and remote sessions. This role requires a proactive problem-solver with strong communication skills and a commitment to exceptional service.

Key Responsibilities

Customer Support (Phone & Email)

Respond to technical inquiries from global customers via phone and email, ensuring accurate and timely communication.

Issue Triage

Handle and resolve C-level technical issues independently when possible; escalate more critical (B, A, S-level) or unresolved issues to the client’s Headquarters with proper documentation.

Remote Troubleshooting

Conduct remote desktop sessions with clients to assist with software re- installations and other hands-on troubleshooting steps.

Technical Documentation

Collect and organize necessary data related to incidents, including system logs, error reports, and reproduction steps. Maintain detailed case notes for each ticket.

Escalation Handling

Flag and forward urgent issues to the HQ team with all necessary context for resolution.

Shift Handover & Knowledge Sharing

Ensure smooth transitions between shifts with proper documentation and updates. Contribute to internal knowledge base development.

Requirements

Proven experience in a technical support, IT help desk, or customer support role in a global environment
Strong understanding of software installation, basic networking, and remote access tools
Comfortable working rotating shifts, including weekends and holidays (24/7 coverage required)
Excellent English communication skills (spoken and written)
Strong documentation and organizational skills
Ability to multitask in a fast-paced support environment

Preferred Skills

Experience using remote desktop tools (e.g., TeamViewer, AnyDesk, RDP)

Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk)

Previous exposure to global technical support operations

Ability to remain calm and professional under pressure

Prior experience working with clients in media, entertainment, or hardware/software Integration industries is a bonus

Installation Support: Guide clients through the installation process of motion chairs and side screen systems, ensuring proper setup and integration with existing cinema infrastructure.

Troubleshooting: Diagnose and resolve hardware and software issues related to motion chairs and side screens, including motion synchronization, display malfunctions, and system connectivity.

Network Configuration: Configure and troubleshoot LAN ports, IP addresses, and Ethernet connections to ensure seamless communication between cinema systems and control software.

(This is a plus) DMX Systems: Support the setup and troubleshooting of DMX cables and protocols used for controlling motion and lighting systems in cinemas.

Networking Knowledge: Proficiency in configuring and troubleshooting LAN ports, IP addresses, and Ethernet cables.

Benefits

Night Differential

Great Company Culture

Career Growth and Learning

Possibility of full time employment depending on client needs and employee performance

3-month Project-Based

Night Shift

ONSITE (SM Clark Pampanga)

Php 30,000 - Php 34,500 all in

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SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States.

Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, SuperStaff diversified internationally. Three years ago, we managed to grow in size and expand our service portfolio. As we gain competencies in multiple industry verticals, we extend our clout in servicing start-ups and Forbes-ranked enterprises with back-end support and transformative BPO solutions.