Technical Support Specialist (Email & Chat) | Philippines

Job Description

Job Description

Description:

At Peak Support, we believe exceptional customer experiences begin with exceptional people. We are a people-first organization that values collaboration, curiosity, accountability, and continuous growth. Our team members are empowered to solve problems, build meaningful relationships, and make a positive impact every day.

 

About the Role

The Technical Support team is responsible for assisting customers with questions and concerns related to software products and services. Support is primarily provided through email and chat and includes troubleshooting, issue replication, software license verification and activation, and guiding customers through product features and functionality.

This role is ideal for individuals who enjoy problem-solving, helping customers, and learning new technologies. You will work closely with customers to understand their concerns, identify solutions, and ensure a positive support experience.

 

Key Responsibilities

• Respond to customer inquiries via email and chat in a professional and timely manner.
• Troubleshoot software-related issues and replicate reported problems to identify solutions.
• Assist customers with software license verification, activation, and account-related concerns.
• Guide customers through product features, functionality, and best practices.
• Document customer interactions and resolutions accurately.
• Escalate complex issues when necessary while maintaining ownership of the customer experience.
• Collaborate with internal teams to resolve technical concerns effectively.
• Maintain product knowledge and stay up to date on new features and updates.
• Deliver a high-quality customer experience while managing multiple support requests.
• Demonstrate flexibility in scheduling to support business needs and provide excellent customer coverage.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements:

• Strong written communication skills.
• Customer-focused with a passion for helping others.
• Excellent troubleshooting and problem-solving abilities.
• Comfortable learning and explaining technical concepts.
• Detail-oriented and organized.
• Able to manage multiple priorities in a fast-paced environment.
• Previous experience in technical support, customer support, help desk, or software support is preferred.