Technical Support Representative

MyPass Global is seeking a Technical Support Representative to provide exceptional support to their customer base and workforce, resolving technical queries and issues. The role involves advanced troubleshooting, problem escalation, root cause analysis, collaboration with engineering and product teams, customer communication, knowledge base management, incident response, performance monitoring, and contributing to process improvements. MyPass Global is a multi-award-winning workforce compliance software company.

Requirements

• Minimum of two (2) years experience in a technical support role.
• Bachelor’s degree in Information Technology, Computer Science or a related field is an advantage.
• Ability to analyse complex issues across a variety of technologies (networking, applications) and resolve them effectively.
• Proficiency with diagnostic and monitoring tools, such as Splunk or system performance tools.
• Ability to explain complex technical concepts to both technical and non-technical users.
• Knowledge of databases (SQL, Neo4j, etc) is preferred
• Relevant experience in managing escalated support tickets and documenting resolution processes.
• Ability to work well in a team environment and collaborate across different departments.
• Ability to manage time and prioritise tasks effectively, especially during high-pressure situations like outages.
• Eagerness to stay updated with emerging technologies, best practices, and new tools in the industry.

Benefits

• Accessible and friendly office in Cebu IT Park
• Anniversary gifts
• Wellbeing policy with Healthcare Insurance
• Paid Time Offs
• Compensatory Time Offs
• Learning and development opportunities
• Monthly Value Awards
• Casual Friday every day
• Team outings, weekly lunches, team events
• Generous Employee Referral Program