First Maritime Shared Services (FMSS) is the support management subsidiary of Philippine Transmarine Carriers (PTC) and an independent provider of back office support and cost management services to various global industries.

By providing high quality support services such as customized controlling and planning processes, we help assure business continuity for PTC’s partners and the most cost-effective operations at all times.

Through these industry focused services and solutions, our partners are able to leverage on the strategic advantages of outsourcing, focus on their core competencies and functions, thus enhancing their global competitiveness.
Overview: We are seeking a highly motivated Technical Support Representative (TSR) to join our team in the Philippines. In this role, you will be the first point of contact for the crew members aboard vessels, assisting them with internet connectivity issues. As a Level 1 TSR, you will provide essential support to ensure smooth and uninterrupted communication via satellite.

Key Responsibilities:

• Customer Support: Respond promptly to crew inquiries regarding internet connection issues via phone, email, or chat.
• Troubleshooting: Diagnose basic network problems, provide step-by-step guidance to resolve connectivity issues, and escalate complex cases to Level 2 support as necessary.
• Documentation: Accurately log all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Monitoring: Proactively monitor system alerts to identify potential issues before they impact the crew's internet service.
• Communication: Maintain clear and effective communication with both customers and internal teams, ensuring all parties are updated on issue status.
• Knowledge Management: Stay updated on the latest products, services, and troubleshooting techniques related to satellite communications and internet services.

Qualifications:
Education: With at least 2 years in college or a degree in IT, Computer Science, or related field is a plus.

Experience: Previous experience in a technical support role, preferably in the IT or telecommunications industry.

Technical Skills: Basic understanding of networking concepts, familiarity with satellite communication systems is a plus.

Soft Skills: Strong problem-solving skills, excellent communication abilities, and the ability to remain calm under pressure.

Language: Proficiency in English is required