Technical Support Representative

📍 Job Overview

• Job Title: Technical Support Representative
• Company: Remitly
• Location: Manila, Philippines
• Job Type: On-site, Full-time
• Category: Customer Support
• Date Posted: 2025-06-19
• Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

• 📝 Enhancement Note: This role involves providing high-level customer support for Remitly's CIRIUM customers, focusing on troubleshooting product issues and ensuring customer satisfaction.

💻 Primary Responsibilities

• Provide high-level customer service through live chat and email, addressing customer inquiries and concerns.
• Troubleshoot and resolve technical issues related to CIRIUM products, ensuring customer satisfaction and problem resolution.
• Manage inbound calls and emails for the CIRIUM Customer Service queue, handling both technical aspects and product inquiries.
• Maintain and update helpdesk ticket tracking software, ensuring proper documentation and closure of customer issues.
• Follow up with customers to ensure problems have been resolved and provide feedback as needed.
• Collaborate with colleagues in the Americas and EMEA/APAC Client Services teams to provide comprehensive support.
• Escalate unresolved queries to the next level of support, tracking issues, and routing them to the appropriate resources.
• Recommend workflow modifications or improvements to enhance processes and customer service.

🎓 Skills & Qualifications

Education: Bachelor's degree holder or completed at least 2 years in college (no back subjects/incomplete units)

Experience: Call center experience preferred

Required Skills:

• Detail-oriented and multi-tasking abilities
• Proficiency in Microsoft Office applications, with excellent keyboard skills
• Excellent verbal and written communication skills
• Ability to research and obtain necessary information using provided resources
• Ability to ask relevant questions and follow instructions for entering complete notes
• Energetic, positive thinking, and self-motivated
• No reliability/attendance issues
• Willingness to be cross-skilled/upskilled if needed

Preferred Skills:

• Previous experience in a customer support role
• Familiarity with helpdesk software and ticket tracking systems
• Knowledge of CIRIUM products (though training will be provided)

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: PHP 20,000 - 25,000 per month (based on entry-level customer support roles in the Philippines)

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth and development
• A dynamic and inclusive work environment
• Comprehensive training and support

Working Hours: 40 hours per week, with shifts covering the Americas and EMEA/APAC time zones

🎯 Team & Company Context

Company Culture: Remitly is a global technology company that enables immigrants to send money to their loved ones in more than 135 countries. They prioritize customer focus, innovation, and collaboration in their work environment.

Team Structure: The Technical Support team works closely with colleagues in the Americas and EMEA/APAC regions to provide 24/7 customer support. The team is structured to ensure efficient issue resolution and customer satisfaction.

Development Methodology: Remitly follows Agile methodologies to ensure continuous improvement and customer focus in their support processes.

Company Website: Remitly

📈 Career & Growth Analysis

Role Level: Entry-level to Mid-level Technical Support Representative

Reporting Structure: This role reports directly to the Customer Service Manager and works closely with colleagues in the Americas and EMEA/APAC regions.

Technical Impact: Technical Support Representatives play a crucial role in ensuring customer satisfaction and driving product improvement by identifying trends and issues in customer inquiries.

Growth Opportunities:

• Opportunities for career progression within the Customer Service team or other departments within Remitly
• Training and development opportunities to enhance skills and knowledge in customer support and related fields
• Exposure to a global work environment, collaborating with colleagues across different regions and time zones

🌐 Work Environment

Office Type: On-site, with a collaborative and inclusive work environment

Office Location(s): Manila, Philippines

Workspace Context:

• Shared office space with colleagues from various departments
• Access to necessary tools and resources for effective customer support
• Opportunities for collaboration and knowledge sharing with team members and other departments

Work Schedule: Rotating shifts to cover the Americas and EMEA/APAC time zones, with flexibility for maintenance and project deadlines

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and customer service experience
2. In-depth interview to discuss troubleshooting skills, problem-solving abilities, and cultural fit
3. Final interview with the hiring manager to evaluate overall fit and readiness for the role

Portfolio Review Tips: N/A (as this role does not require a portfolio)

Technical Challenge Preparation:

• Brush up on troubleshooting skills and customer service techniques
• Familiarize yourself with Remitly's products and services (training will be provided)
• Prepare examples of when you've gone above and beyond to assist a customer or resolve an issue

ATS Keywords: Customer Service, Troubleshooting, Helpdesk, Ticket Tracking, Problem Solving, Communication, Microsoft Office, Multi-tasking, Research, Team Collaboration, Escalation, Detail Oriented, Self-motivated, Positive Attitude, Attendance Reliability

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Service Values:

• Customer focus: Always prioritize customer needs and satisfaction
• Innovation: Continuously improve and adapt to better serve customers
• Collaboration: Work together to ensure efficient issue resolution and customer satisfaction
• Integrity: Act with honesty and transparency in all customer interactions

Collaboration Style:

• Cross-functional collaboration with colleagues in the Americas and EMEA/APAC regions
• Regular team meetings to discuss trends, issues, and best practices
• A supportive and inclusive team environment that encourages knowledge sharing and growth

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing high volumes of customer inquiries and ensuring timely resolution
• Troubleshooting complex product issues and escalating unresolved cases to the appropriate resources
• Adapting to changes in products, services, and support processes

Learning & Development Opportunities:

• On-the-job training and coaching to enhance troubleshooting and customer service skills
• Opportunities to attend industry conferences, workshops, and webinars to stay up-to-date with best practices and emerging trends
• Career progression paths within Remitly's Customer Service team or other departments

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to troubleshoot a complex customer issue. What steps did you take to resolve the problem, and what was the outcome?
• How do you prioritize and manage multiple customer inquiries simultaneously?
• Can you walk us through your process for escalating an unresolved customer issue to the next level of support?

Company & Culture Questions:

• Why are you interested in working for Remitly, and what do you hope to achieve in this role?
• How do you stay organized and manage your time effectively when handling a high volume of customer inquiries?
• Can you provide an example of when you went above and beyond to assist a customer or resolve an issue?

Portfolio Presentation Strategy: N/A (as this role does not require a portfolio)

📌 Application Steps

To apply for this Technical Support Representative position:

1. Submit your application through the application link provided
2. Prepare for the phone or video screening by reviewing common customer service scenarios and troubleshooting techniques
3. Research Remitly's products and services to demonstrate your familiarity with the company and commitment to the role
4. Practice your problem-solving skills and be ready to discuss your approach to customer service in the in-depth interview
5. Prepare examples of your customer service experience and achievements to highlight in the final interview