Technical Support Representative II

Work Setup: Onsite at The Sanctum, SM-North EDSA, QC Start Date: September 21, 2026 Type of Contract: Full-Time Job Summary: The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty. What does a day in the life of a Technical Support Representative II look like? Diagnose and resolve customer technical issues submitted via WhatsApp, including lock mechanics, wiring, mobile app connectivity, and Wi-Fi/Bluetooth pairing Handle general product inquiries such as face recognition and fingerprint enrollment using guides, canned responses and documentation Walk customers through step-by-step troubleshooting on non-urgent technical issues, including educating them when the fault relates to door alignment or installation rather than the lock Escalate hardware and firmware faults to our internal engineers, who will follow up with Client-designated manufacturer contacts through to resolution Escalate cases requiring developer or product input to Kontrol's internal team, providing case history and handoff notes Document all customer interactions and outcomes in <respond.io> Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers Communicate technical solutions to non-technical customers in a clear and concise manner Escalate complex issues to higher-level team members as necessary Document customer interactions and technical issues in a customer relationship management (CRM) system Provide feedback on product improvements and enhancements based on customer feedback and technical issues Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules Collaborate with other departments as needed to resolve customer issues Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times Adhere to company policies and procedures Meet or exceed performance targets for related KP’s Perform other duties as assigned What are the required qualifications of a Technical Support Representative II? Minimum of 2 years of experience in technical support, preferably in a call center environment Previous experience troubleshooting smart locks, IoT devices, or similar connected hardware. Ability to exercise technical judgment to determine whether reported issues are related to the product or external factors Strong communication skills, both verbal and written Communication Expectations: Communicates in a firm, direct, and assertive manner while maintaining empathy and professionalism Advanced technical troubleshooting knowledge in hardware, software, and/or systems Critical thinking skills Proficiency in using computer applications and software Experience using a CRM preferred Provide primarily first-line technical support through WhatsApp, using the client's <Respond.io> platform Troubleshoot issues involving the smart lock, smart-lock app, Wi-Fi/connectivity, lock functionality, and related hardware Perform technical debugging using the client's SOPs, workflows, documentation, video materials, canned responses, and product app <respond.io> or any related customer conversation management platform is preferred. Ninja Perks and Benefits *Full time employees Competitive compensation Adherence to government-mandated benefits Retirement Savings Program with Company Matching Life Insurance HMO coverage starting on Day 1 Paid time off, birthday leave Bonus and incentive plans Opportunities for skills training and personal and professional development Beautiful office space with a free lunch provided daily for onsite employees Employee Referral Program Experience infinite fun so you can have infinite growth. Discover a Better Way to Grow! Are you ready? If you are interested, you can access your instant interview here: <https://alpharun.com/i/t-EbHT_-vUmdcxT_nG1pe> Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law. #supportninjajobs