Technical Support Representative (Chat Support)
Full-time
Transparent BPO
Company Description Transparent BPO is a nearshore contact center and business process outsourcing provider committed to delivering high-quality services at competitive pricing. The company leverages state-of-the-art systems and IT support to ensure seamless integration and transparent relationships with clients. Since beginning operations in 2009, Transparent BPO has experienced steady year-over-year growth and built long-term client partnerships. The company has repeatedly been recognized on the Inc. 5000 list of America’s Fastest-Growing Private Companies. Transparent BPO values its agents as the backbone of the business and offers competitive salaries, performance bonuses, comprehensive health benefits, sick leave, paid vacation, and a clean, safe work environment.
Role Description The Technical Support Representative (Chat Support) is a full-time, on-site role based in Metro Manila. This role is responsible for providing real-time technical assistance to customers via chat, troubleshooting issues related to products and services, and guiding users through solutions in a clear and professional manner. The representative will handle multiple chat interactions, document cases accurately, and follow established procedures for escalation when necessary. Daily tasks include verifying customer information, identifying root causes of technical problems, collaborating with internal teams when needed, and ensuring timely resolution and follow-up. The role also involves maintaining service level agreements, meeting performance targets, and contributing to a positive customer experience in every interaction.
Qualifications
- Candidates should possess strong technical troubleshooting and problem-solving skills, with the ability to understand and explain software, hardware, or network-related issues.
- Candidates should possess excellent written communication skills for chat-based support, including clear, concise, and grammatically correct English.
- Candidates should possess customer service skills such as empathy, patience, professionalism, and the ability to handle difficult interactions while maintaining a positive tone.
- Candidates should possess organizational and multitasking skills to manage multiple chats, prioritize issues, and document interactions accurately in support systems.
- Candidates should possess basic computer literacy, including proficiency with web-based applications, ticketing or CRM tools, and common office productivity software.
- Relevant experience in technical support, help desk, or contact center environments is beneficial.
- A high school diploma or equivalent is required; additional technical certifications or coursework in IT or related fields are an advantage.
- Willingness to work on-site in Metro Manila, including rotating shifts, weekends, and holidays as needed.
Vacancy posted 18 hours ago
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