Setup: Fully Remote (Candidates must be based in the Philippines)
Work Hours: Full-Time, Tuesday to Saturday, 12:00 AM to 9:00 AM Philippine Time
About CoreBridge Solutions
CoreBridge Solutions is a trailblazer in the business services industry, committed to delivering user-centric and innovative solutions that redefine the digital landscape. We excel in legal, financial, medical, and marketing sectors, leveraging advanced technologies like AI to enhance user experiences and set industry standards. Operating remotely in the Philippines, we provide unmatched expertise and dedication to our projects. Join us to be part of a collaborative team where your skills will directly contribute to our success and innovation.
Job Overview
We are seeking a Technical Customer Support Representative experienced in providing top-tier support for Datto RMM, Addigy, and SuperOps.ai. In this role, you will be the first point of contact for customers, resolving technical issues, optimizing platform usage, and ensuring customer satisfaction. This position requires a proactive approach to problem-solving, strong communication skills, and a deep understanding of the supported platforms.
Key Responsibilities
- Respond to customer inquiries and provide technical support for Datto RMM, Addigy, and SuperOps.ai.
- Troubleshoot and resolve technical issues, including platform configuration, installation, and usage optimization.
- Guide customers in best practices for leveraging these platforms effectively.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Escalate unresolved or complex issues to senior support teams with detailed documentation.
- Contribute to and maintain a knowledge base by documenting solutions and troubleshooting guides.
- Actively communicate customer feedback to internal teams for process and product improvements.
- Stay updated on platform features, updates, and best practices to provide informed support.
Qualifications
- Proven experience in a technical support role, ideally supporting Datto RMM, Addigy, or SuperOps.ai (experience with at least one platform is mandatory).
- Experience working with ticketing systems such as Jira, Zendesk, or similar.
- Strong understanding of Remote Monitoring and Management (RMM) tools and their use in IT workflows.
- Familiarity with both Windows and macOS operating systems, particularly in troubleshooting and setup.
- Ability to troubleshoot basic networking issues (e.g., TCP/IP, VPN, DNS).
- Strong verbal and written communication skills in English, with the ability to explain technical concepts to non-technical users.
- Excellent analytical and problem-solving abilities.
Preferred Skills
- Prior experience in an IT support or managed services environment.
- Knowledge of IT service management principles.
- Familiarity with cybersecurity tools and practices.
- Experience providing remote support to a diverse, global customer base.
Why Join CoreBridge Solutions?
At CoreBridge, you’ll be part of a forward-thinking team that values innovation and excellence. Our mission is to push the boundaries of digital solutions, delivering services that not only meet but exceed expectations. Join us to contribute to projects that are reshaping industries, all while enjoying the flexibility of remote work and professional growth opportunities.
Benefits
- Remote Work Flexibility: Enjoy the freedom to work from anywhere in the Philippines with full virtual infrastructure support.
- Performance Bonuses: Earn bonuses tied to achieving significant milestones.
- Continuous Learning: Opportunities for skill development and career advancement in customer support management.
- Work-Life Balance: Commit to a structured 40-hour workweek that respects personal and professional alignment.
Work Environment Notice
CoreBridge Solutions is dedicated to maintaining a productive, safe, and efficient work environment for all team members. To support this commitment, we use a live monitoring system during working hours. By applying for this position, you acknowledge and accept this monitoring process as part of your role. This system helps us ensure a supportive and effective work environment for everyone.
