DME Service Solutions
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  • Careers, Philippines

Senior Technical Support

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  • Company: DME Service Solutions
  • Job Posting Title: Senior Technical Support Representative
  • Reports to: Immediate Supervisor
  • Location: Remote Work
  • Country: Philippines
  • Region: Greater Metro Manila Area

About DME Serve:

Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors

Duties and Responsibilities: 

  • Provide expert-level troubleshooting and resolution for hardware, software, and connectivity issues.
  • Serve as a primary escalation point for complex or high-priority technical cases.
  • Document cases accurately and thoroughly in the CRM, including symptoms, troubleshooting steps, and resolutions.
  • Proactively monitor open cases, ensuring timely follow-up and closure.
  • Collaborate with internal teams (QA, engineering, and product management) to replicate, diagnose, and resolve issues.
  • Assist with onboarding, training, and mentoring of junior support staff. – Ensure adherence to established SOPs, workflows, and escalation protocols.
  • Participate in release testing, documenting potential issues, and communicating known defects.
  • Identify trends in support requests and provide feedback for product improvements.
  • Communicate effectively with customers, demonstrating empathy and professionalism in all interactions.

Required Qualifications:

  • Experience: 3–5 years in technical support / IT / network support
  • Network experience: IP addressing and whitelisting (Canopy experience is a plus)
  • Experience managing own server.
  • Simulator experience: ensure graphics card drivers are up-to-date
  • Logical and critical thinking skills (Critical Thinking assessment required)

Training / Onboarding:

  • 90 days onsite including Training to nesting, provided KPI targets are met

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DME Service Solutions