Technical Support Specialist

This role will provide first level support and response to customers and end users through phone calls. The Technical Support Specialist is responsible for the timely completion of work requests, trouble tickets and other technology-focused tasks, as required, while providing remote technical end-user support including but not limited to small engine portable generators and home improvement machines.

• Provide new and existing customers with world-class customer service experiences as the 1st point of contact for concerns on the following products:

• Portable Generators
• Home Standby Generators
• Log Splitters, Chipper Shredders, Cultivators and Tillers
• Pressure Washers, Water Pumps, and Snow Blowers
• Lawn and Garden equipment (shaft trimmers, leaf blowers, chainsaws)
• Winches and Hoist, and other accessories (extension cords, storage straps, generator covers, etc.)

• Provide basic technical support for any issue customers experience (equipment setup, diagnostics, and troubleshooting of potential defects of products, using product manuals, etc.) and walk customers through to a solution
• Respond to requests for technical assistance via phone and diagnose and resolve issues
• Answer inbound calls and attend to customer inquiries and concerns
• Effectively resolve customer queries in a considerate, accurate and timely manner
• Compose thoughtful, personalized responses for a variety of consumer requests
• Use critical thinking skills to answer and solve inquiries and problems, always looking to achieve one- call resolutions
• Effectively multi-task; quickly responding to requests in addition to other tasks being performed
• Triage incoming requests and spot inquiry trends to flag for management as necessary
• Provide new and existing customers with world-class customer service experiences as the 1st point of contact for concerns on the following products:
• Portable Generators
• Home Standby Generators
• Log Splitters, Chipper Shredders, Cultivators and Tillers
• Pressure Washers, Water Pumps, and Snow Blowers
• Lawn and Garden equipment (shaft trimmers, leaf blowers, chainsaws)
• Winches and Hoist, and other accessories (extension cords, storage straps, generator covers, etc.)
• Provide basic technical support for any issue customers experience (equipment setup, diagnostics, and troubleshooting of potential defects of products, using product manuals, etc.) and walk customers through to a solution
• Respond to requests for technical assistance via phone and diagnose and resolve issues
• Answer inbound calls and attend to customer inquiries and concerns
• Effectively resolve customer queries in a considerate, accurate and timely manner
• Compose thoughtful, personalized responses for a variety of consumer requests
• Use critical thinking skills to answer and solve inquiries and problems, always looking to achieve one- call resolutions
• Effectively multi-task; quickly responding to requests in addition to other tasks being performed
• Triage incoming requests and spot inquiry trends to flag for management as necessary

• Minimum of at least three (3) to five (5) years of direct customer service and technical support experience in a fast-paced, high volume professional work environment
• Familiarity with small engine repairs, minor repair experience and basic maintenance is a definite plus
• Highly motivated individual with high energy, passionate about customer service
• Unparalleled problem solving and critical thinking skills
• Must possess an excellent mastery of the English language, with a pleasant speaking voice
• Ability to demonstrate strong interpersonal skills and appropriate empathy in difficult situations
• Computer proficiency in Microsoft Office suite, as well as thorough internet research abilities
• Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
• Must be willing to work in Bonifacio Global City, Taguig City
• Must be willing to work on a shifting schedule - 24/7

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.