Technical Support Representative (A)

About the Position

Technical Support Representative (A)

Helpware is seeking a Technical Support Representative to provide technical support for Capital Equipment in Cebu, PH.

Responsibilities

Domestic Tech Support

• Provide technical support to internal and external customers for Capital Equipment, including IVP, Cortrak, and Game Ready systems.
• Log into the Game Ready Tech Support phone queue daily and deliver live support, including troubleshooting guidance, general product information, and follow-up emails outlining next steps for service or repair.
• Analyze and review the Tech Support dashboards regularly, focusing on meeting established performance goals and identifying areas for improvement.
• Record failure complaints promptly into the designated electronic system.
• Ensure all Service and Repair orders are entered accurately and in compliance with established guidelines and procedures.
• Complete the TECO process for LATAM, EMEA, and APAC repairs to ensure timely customer billing for completed service work.
• Obtain credit card information and work with the service center or the scheduling team to release units for repairs.
• Recommend system enhancements and participate in testing activities related to Service and Repair workflows.
• Identify and recommend process or procedural changes to ensure continuous compliance with corporate, local, state, and federal regulations.
• Follow standard operational procedures, work instructions, and job aids to assure accurate records of customer interaction and documentation to meet internal, domestic, and international regulatory standards.
• Monitor Salesforce, SAP, work with the service center, and use tracking tools to ensure loaners or repaired units are shipped timely to meet customer expectations.
• Serve as the primary point of contact for inquiries and issues related to Service and Repair orders, including pricing, credits, logistics, customs, damage, shipping, and other related matters. Collaborate with cross-functional partners to resolve issues efficiently.
• Build strong working relationships across teams by demonstrating active listening, openness to ideas, support for team decisions, trust, encouragement, and recognition of contributions.
• Demonstrate commitment to meeting customer expectations and driving ongoing improvement in service delivery.

International Tech Support

Eligibility: Open to current Tech Support Agents with a minimum of 6 months of Domestic Support experience to meet the first 2 core skills needed for this position.

• Analyze and review the INTL Tech Support dashboards regularly, focusing on meeting established performance goals and identifying areas for improvement.
• Record failure complaints promptly into the designated electronic system.
• Act as the primary point of contact for service and repair inquiries, pricing, credits, logistics, customs, shipment issues, and damage claims.
• Ensure all Service and Repair orders are entered accurately and in compliance with established guidelines and procedures.
• Recommend system enhancements and participate in testing activities related to Service and Repair workflows.
• Follow standard operational procedures, work instructions, and job aids to assure accurate records of customer interaction and documentation to meet internal, domestic, and international regulatory standards.
• Monitor Salesforce, SAP, work with the service centers and service providers globally to ensure repaired units are shipped timely and/or field services are scheduled accordingly to meet customer expectations.
• Serve as the primary point of contact for inquiries and issues related to Service and Repair orders, including pricing, credits, logistics, customs, damage, shipping, and other related matters. Collaborate with cross-functional partners to resolve issues efficiently.
• Build strong working relationships across teams by demonstrating active listening, openness to ideas, support for team decisions, trust, encouragement, and recognition of contributions.
• Demonstrate commitment to meeting customer expectations and driving ongoing improvement in service delivery.

Requirements

• Core Skills Needed:
  • Systems knowledge or a fast learner for SAP, Salesforce, TECO, Outlook, SharePoint, tracking tools.
  • Ability to interpret technical information and explain it clearly to customers.
  • Good verbal communication for troubleshooting and product guidance.
  • Professional written communication.
  • Ability to de-escalate and resolve customer issues efficiently.
  • Strong customer service mindset.
  • Ability to analyze the Tech Support dashboards and work toward performance goals.
  • Identifying root causes for issues.
  • Good prioritization and time management.
  • Ability to follow structured procedures with precision.
  • Ability to work independently while supporting team goals.
  • Openness to feedback, new ideas, and shared decision-making.
  • Detail-oriented.
  • Reliable and accountable.
  • Adaptable to change.
  • Proactive and resourceful.

We Offer

• Competitive salary
• FULL_TIME employment
• Opportunity to work in Cebu, PH

About the Company

Helpware is a leading provider of technical support services, dedicated to delivering exceptional customer experiences and driving continuous improvement in service delivery.