Tier One Technical Support Agent
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of intelligent transport solutions enhancing road safety improving productivity and reducing environmental impact. EROADs mission is to deliver intelligence you can trust for a better world tomorrow.
What Were Looking For
Are you a customer-focused problem-solver who thrives in a fast-paced technical environment Were looking for a Tier 1 Technical Support Agent to join our growing Technical Support team in Manila.
This is an exciting opportunity for someone who enjoys helping others troubleshooting complex systems and working at the intersection of hardware software and cloud-based telematics. You will be the first point of contact for customers installers and dealers diagnosing and resolving issues that make a real difference to the safety and efficiency of global transport operations.
Youll join a collaborative and customer-obsessed team that embraces continuous learning modern tools and best-practice support processes. As part of EROADs global operations youll also gain exposure to a range of innovative technologies and cross-functional teamwork that will strengthen your technical expertise and career development.
About the Role
As EROAD continues to expand globally our Technical Support team plays a crucial role in delivering exceptional customer experiences and ensuring the reliability of our telematics solutions. This position is hands-on and requires strong troubleshooting communication and documentation skills.
In this role youll provide first-level support for customers and partners ensuring all inquiries are handled efficiently accurately and professionally. Youll also work closely with our Tier 2 and Engineering teams to escalate and resolve complex cases while contributing to continuous improvement initiatives within the support function.
Join us in an exciting role where youll directly contribute to keeping vehicles connected roads safer and customers delighted.
As a Tier 1 Technical Support Agent you will:
- Provide first-level technical support for telematics products including GPS tracking units sensors and software platforms.
- Respond to customer inquiries via phone email and chat with professionalism and accuracy.
- Troubleshoot connectivity configuration and data-reporting issues using system and diagnostic tools.
- Log track and document all support cases and ensure timely updates to customers.
- Escalate complex or unresolved cases to Tier 2 Support with complete and detailed notes.
- Deliver setup and training assistance to new and existing customers as needed.
- Stay informed about product updates feature changes and new releases to ensure accurate customer guidance.
- Collaborate with internal teams such as Engineering Product and Customer Care to identify and resolve recurring issues.
Skills and Experience
Were looking for someone with strong technical aptitude effective communication skills and a passion for providing excellent customer service.
Youll bring:
- A Bachelors degree or relevant experience in Information Technology Electronics Engineering or related fields.
- 1 year of experience in a technical support or customer service role ideally within telematics GPS IoT or SaaS environments.
- Strong troubleshooting and analytical skills with a logical methodical approach to problem-solving.
- Excellent communication and interpersonal skills with the ability to explain technical concepts clearly.
- Familiarity with networking fundamentals GPS technology and cloud-based platforms (an advantage).
- Ability to work on a rotating schedule including weekends and holidays.
Why Youll Love Working at EROAD
EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012 we are represented on the NZX and ASX and continue to grow rapidly across New Zealand Australia Philippines and the USA.
At EROAD we value diversity and are a multicultural company with employees from all over the world. We are committed to investing in our people demonstrated through our funded medical insurance plans unlimited sick leave recognition programs EAP offerings and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives.
Join EROAD and be part of a purpose-driven organisation making a real difference in the world. Help shape the future of connected transport we cant wait to hear from you.
Required Experience:
Unclear Seniority
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Improve outcomes, reduce costs, and encourage safer journeys with the leading fleet performance management platform. Outmaneuver your competition with a partner who delivers actionable insights.
