Technical Support Representative

Position Title: Technical Support Representative

Work Set Up: Onsite

Quick Rundown:

Provide exceptional customer support by troubleshooting technical issues, offering product guidance, and ensuring timely resolution of concerns.

What You'll Do:

• Respond to customer inquiries via phone, email, or chat to diagnose and resolve technical issues

• Provide step-by-step guidance, troubleshooting assistance, and solutions for hardware, software, and network-related concerns

• Document customer interactions, issue resolutions, and technical procedures accurately in the support system

• Escalate complex issues to higher-level support teams when necessary while ensuring a smooth transition

• Educate customers on product functionality, best practices, and preventative maintenance

• Stay updated with product updates, system enhancements, and troubleshooting techniques

• Assist in testing and reporting software or hardware bugs to the development team

• Follow established support procedures and service-level agreements (SLAs) to ensure prompt responses and resolutions

• Provide feedback to improve technical documentation and user guides

• Maintain professionalism and empathy while handling customer concerns and complaints

What We're Looking For:

• Previous experience in technical support, IT helpdesk, or a related field preferred

• Bachelor’s degree in Information Technology, Computer Science, or a related field

• Strong understanding of computer systems, software applications, and networking fundamentals

• Excellent problem-solving and analytical skills with attention to detail

• Strong verbal and written communication skills

• Customer-focused mindset with a proactive and patient approach

• Ability to handle multiple tasks and prioritize workload in a fast-paced environment

• Familiarity with remote desktop tools, ticketing systems, and troubleshooting methodologies

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup-it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!