Taking applicationsTechnical Support·Posted 14h ago
Part‑Time Technical Support Specialist (Philippines)
HireframeVerified company
Philippines, Mexico
Pay
Not listed
Job type
Part-time · Remote
Hours
Flexible
Location
Philippines, Mexico
EnglishSpanishEntry level
About the role
A part-time, remote Tier 2 technical support role troubleshooting product issues by phone, email, and SMS, including escalation to Engineering and coordinating field visits. It suits someone with 1–2 years of support experience who can work weekend shifts, with Spanish/English bilingualism strongly preferred.
What you'll do
- Troubleshoot known product issues using company procedures and diagnostic tools
- Ask diagnostic questions, document findings, and determine next steps
- Own assigned cases through resolution with timely customer updates
- Coordinate customers, service partners, and internal teams for field visits
- Escalate complex issues to Engineering with clear summaries
- Maintain accurate case records in Zendesk, Jira, and other systems
- Identify recurring issues and improve troubleshooting procedures and documentation
- Collaborate with Customer Experience, Field, and Engineering teams
What you'll need
- 1–2+ years of customer support experience
- Comfortable handling phone calls
- Follows procedures and escalates cleanly
- Available for a weekend shift pool
- Spanish/English bilingual strongly preferred
Skills
TroubleshootingDiagnostic questioningPhone supportEmail and SMS supportZendeskJiraCase documentationEscalation management
Benefits
Permanent remote work flexibilityPerformance bonusDedicated coaches for support and skill-buildingCareer growth
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