T1 Technical Support Agent

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. EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.

What We're Looking For

Are you a customer-focused problem-solver who thrives in a fast-paced technical environment? We're 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.

You'll join a collaborative and customer-obsessed team that embraces continuous learning, modern tools, and best-practice support processes. As part of EROAD's global operations, you'll 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, you'll provide first-level support for customers and partners, ensuring all inquiries are handled efficiently, accurately, and professionally. You'll 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 you'll 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

We're looking for someone with strong technical aptitude, effective communication skills, and a passion for providing excellent customer service.

You'll bring:

• A Bachelor's 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 You'll 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 can't wait to hear from you.