Technical Support Representative

🌟 Join Our Team as a Technical Support Representative! 🌟

Are you passionate about delivering exceptional technical support? 💻✨ We're looking for a Technical Support Representative with a minimum of 3 years of experience in a BPO setting to join our dynamic team! If you thrive in a fast-paced environment, enjoy troubleshooting and solving technical issues, and communicate clearly and effectively, this is your opportunity to shine and grow with us! 🌱🚀

Key Responsibilities

Technical Troubleshooting & Issue Resolution

• Act as the first point of contact for all technical inquiries via Intercom, email, and phone.

• Diagnose and resolve Level 1 issues, including:

  • App configuration and workflows

  • Data sources, fields, and integrations

  • Access control, authentication, and user roles

  • Device-specific behavior (iOS, Android, web)

  • Screen layouts, components, and visibility rules

• Use systematic troubleshooting methods (logs, reproduction steps, console checks, test apps) to ensure consistent and effective resolution.

• Provide technical pushback when client requests fall outside the agreed-upon scope.

Escalation Management

• Escalate Level 2 issues to Engineering or Customer Support, providing complete diagnostic notes, including:

  • Steps to reproduce the issue

  • Expected vs actual behavior

  • Screenshots, logs, and impact summary

• Prevent unnecessary escalations by resolving configuration or user-error issues during the first contact.

Platform Configuration Support

• Guide customers through setting up and configuring data sources, adjusting app layouts, logic, and workflows, and making basic HTML/CSS tweaks within the platform.

• Ensure customers understand platform components and behaviors and assist them in validating their configurations.

• Directly fix simple setup errors to ensure a smooth customer experience.

Knowledge Base & Documentation

• Create and maintain comprehensive help articles, troubleshooting guides, and internal technical notes.

• Ensure all documentation adheres to structure, tagging, and metadata rules to support AI workflows.

• Convert solved tickets into reusable documentation to reduce future support volume.

Support Operations & Quality

• Work within established SLAs for response and resolution times.

• Accurately categorize and log tickets (e.g., bug, request, configuration issue, training need).

• Track support metrics and proactively identify recurring issues for process improvements.

• Ensure compliance with ISO-aligned processes, documenting all actions and making them audit-ready.

Client Enablement & Education

• Deliver training sessions or walkthroughs (live or recorded) to help users better understand platform features.

• Provide proactive recommendations to clients to prevent recurring issues.

• Support Customer Support during client onboarding for configuration-related queries.

Product Insight & Feedback Sharing

• Identify recurring product issues and usability challenges, providing structured feedback to the Product, Customer Support, and Engineering teams.

• Participate in incident reviews and contribute to continuous improvement initiatives.

Experience & Attributes Required

Essential

• Strong technical troubleshooting ability in a SaaS environment.

• Experience handling customer support tickets using tools like Intercom, Zendesk, Freshdesk, or similar.

• Proficiency in understanding and working with:

  • HTML

  • CSS

  • Basic JavaScript concepts (not coding, but understanding behavior)

• Ability to reproduce and diagnose issues using logs, screenshots, and debug tools.

• Excellent written English with a concise and clear communication style.

• High attention to detail and ability to follow structured processes.

• Experience supporting non-technical users with technical issues.

Nice to Have

• Experience with low-code/no-code platforms.

• Background in QA, testing, or technical customer support.

• Understanding of APIs, data structures, and workflow logic.

• Experience working with Intercom, Jira, and Hubspot.

  At least 3 years of Call Center Experience

📍 Onsite ONLY (Preferably within Naga City or nearby areas)
🕰️ Flexible shifts

🚀 Ready to start your journey with DMI? Apply now and take your career to new heights with a company that values growth and development!

👉 Send your CV to hr@dmibpo.comor visit us at 3F Greenwood Bldg., Magsaysay Avenue, Naga City. We can’t wait to meet you! 😃