Technical Support Representative 1

TL;DR

Technical Support Representative 1: Resolving technical customer service requests related to point of service (POS) products with an accent on utilizing established documentation and processes. Focus on resolving client issues via multiple channels and achieving established goals for quality and productivity measures.

Location: Must work onsite at Vertis North, Quezon City, Philippines

Company

hirify.global provides payment technology and software solutions.

What you will do

• Resolve client technical support issues relating to point of service (POS) products, including dial-up card swipe terminals.
• Provide standardized responses utilizing established documentation and processes.
• Enter required data into databases while resolving customer issues.
• Achieve established goals and objectives for quality and productivity measures.
• Build base knowledge of POS products, policies, customer service procedures, and compliance guidelines through on-going training and manuals.

Requirements

• High School Diploma or Equivalent.
• At least 1 year of experience in a technical support role within a contact center or BPO environment, supporting hardware and software troubleshooting.
• Working knowledge of operating systems and standard troubleshooting procedures.
• Comfortable using CRM or ticketing platforms to log and resolve issues.
• Strong communication skills - both verbal and written - with the ability to explain issues clearly to non-technical users.
• Excellent customer service skills, with the ability to remain professional and composed under pressure.
• Must be willing to support clients across multiple channels, including phone calls and emails.
• Willing to work onsite at Vertis North, Quezon City.
• Amenable to shifting schedules, including weekends and holidays.

Nice to have

• Prior experience handling payment processing systems, POS devices, or similar technology platforms.
• Knowledge of basic networking concepts (e.g., IP configuration, connectivity troubleshooting).
• Exposure to remote access tools and more advanced diagnostic platforms.

Culture & Benefits

• Acquire and apply job skills and learns company policies and procedures to complete assigned routine tasks.
• Work on assignments that are routine to semi-routine in nature.
• Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments.