Technical Support Representative

• Customer Support (Phone & Email):

• Respond to technical inquiries from global customers via phone and email, ensuring accurate and timely communication.
• Issue Triage:

• Handle and resolve C-level technical issues independently when possible; escalate more critical (B, A, S-level) or unresolved issues to the client’s Headquarters with proper documentation.
• Remote Troubleshooting:

• Conduct remote desktop sessions with clients to assist with software re- installations and other hands-on troubleshooting steps.
• Technical Documentation:

• Collect and organize necessary data related to incidents, including system logs, error reports, and reproduction steps. Maintain detailed case notes for each ticket.
• Escalation Handling:

• Flag and forward urgent issues to the HQ team with all necessary context for resolution.
• Shift Handover & Knowledge Sharing:

• Ensure smooth transitions between shifts with proper documentation and updates. Contribute to internal knowledge base development.

• Proven experience in a technical support, IT help desk, or customer support role in a global environment
• Strong understanding of software installation, basic networking, and remote access tools
• Comfortable working rotating shifts, including weekends and holidays (24/7 coverage required)
• Excellent English communication skills (spoken and written)
• Strong documentation and organizational skills
• Ability to multitask in a fast-paced support environment

• Experience using remote desktop tools (e.g., TeamViewer, AnyDesk, RDP)
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk)
• Previous exposure to global technical support operations
• Ability to remain calm and professional under pressure
• Prior experience working with clients in media, entertainment, or hardware/software Integration industries is a bonus

• Installation Support: Guide clients through the installation process of motion chairs and side screen systems, ensuring proper setup and integration with existing cinema infrastructure.

• Troubleshooting: Diagnose and resolve hardware and software issues related to motion chairs and side screens, including motion synchronization, display malfunctions, and system connectivity.

• Network Configuration: Configure and troubleshoot LAN ports, IP addresses, and Ethernet connections to ensure seamless communication between cinema systems and control software.

• (This is a plus) DMX Systems: Support the setup and troubleshooting of DMX cables and protocols used for controlling motion and lighting systems in cinemas.

• Networking Knowledge: Proficiency in configuring and troubleshooting LAN ports, IP addresses, and Ethernet cables.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Night Differential
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• ONSITE (Near SM Clark Pampanga)

SuperStaff