Technical Support Associate

TL;DR

Technical Support Associate: Managing high-volume inbound and outbound customer communications to provide instant service fulfillment and technical assistance with an accent on productivity metrics and service quality. Focus on resolving customer inquiries across multiple channels including phone, email, and chat while maintaining high performance standards.

Location: Must be based in Cebu, Philippines

Company

A global digital identity authority providing domain management, brand protection, and enterprise-grade security infrastructure for millions of online businesses.

What you will do

• Manage high volumes of inbound customer calls and perform outbound follow-up calls.
• Provide excellent customer experience during and after every interaction.
• Execute instant service fulfillment for the MyTime service.
• Meet productivity targets including average handle time, log-in time, and work order processing.
• Deliver support via tickets, email, inbound chat, and phone channels.
• Act as a backup support resource for other inbound teams as required.

Requirements

• Must be a current regular employee with at least one year of tenure.
• Must have no HR, QA, or Workforce-related violations within the past six months.
• Must have a strong attendance and performance record for the past six months.
• Ability to handle high-pressure environments and meet strict productivity metrics.
• Strong communication skills for multi-channel customer support.

Culture & Benefits

• Competitive HMO benefits with 200k MBL and two free dependents upon regularization.
• Punctuality bonuses and generous vacation policy.
• Access to over 20 affinity groups for global networking and connection.
• Commitment to diversity, inclusion, and a culture of belonging.
• Opportunities for career growth, mentorship, and learning across different business aspects.