Call Center Agent – Technical (24/7 Support) – Cebu, Philippines

Are you ready to power up your technical support career with one of the most innovative customer experience companies in the Philippines? Fusion CX is hiring Call Center Agents – Technical to join our high-performance team in Cebu. In this role, you will be the first point of contact for a global cybersecurity client, handling real-time issues and critical case updates in a fast-paced, 24/7 contact center environment.
Whether you’re looking for technical support jobs in Cebu, aiming to build your career in contact center operations, or ready to grow with a team that values people and performance equally, this opportunity is built for you.

Job Description – Call Center Agent – Technical

Job Summary

As a Call Center Agent – Technical, you will be responsible for managing hotline coverage and providing the first level of response for all incoming customer calls. Your role involves triaging requests by severity, case type, and issue type—ensuring that each customer concern is appropriately escalated and resolved with urgency and accuracy. You’ll handle both new and existing technical cases for a globally recognized client in the cybersecurity domain.

Key Duties and Responsibilities

Please note these tasks are subject to change depending on service scope and business needs.

1. Provide round-the-clock coverage (24/7/365) for front-line support.
2. Triage all incoming customer calls into two primary categories:

New Case Handling:

• Create new case records
• Assess and understand the current impact on the customer’s system/environment.
• Assign the case to the appropriate internal team
• Initiate a hot transfer for Critical or High-Visibility (Political) case

Existing Case Handling:

• Provide updates to customers about the status of their case
• Log new requests or changes from the customer into the system
• Reassess the case impact level if new developments arise
• Liaise with the case owner or relevant support team
• Execute hot transfers for escalated or critical situations

Job Requirements – Call Center Agent – Technical

• Must be willing to work rotational shifts, including holidays and weekends (24/7 environment)
• Strong communication skills in English – both spoken and written
• Ability to stay calm under pressure and manage high-severity, technical cases
• Detail-oriented with solid documentation and case-tracking capabilities
• Previous experience in a technical support or contact center environment preferred
• Familiarity with ticketing systems, escalation workflows, or case triaging is an advantage
• Fast learner with adaptability in a dynamic technical environment
• Strong sense of urgency and customer-first mindset

Why Join Fusion CX?

At Fusion CX, we don’t just answer calls—we build careers. Joining our Cebu team means more than a job; it means being part of a culture that celebrates curiosity, problem-solving, and people-powered success.

• Work with a leading account in cybersecurity—where every call matters
  • Be part of a collaborative, multilingual, and tech-savvy team in our vibrant Cebu site
  • Enjoy a supportive work culture built on trust, empathy, and continuous learning
  • Benefit from internal career mobility, mentorship, and performance-based growth
  • Access learning tools and training tailored to your technical and personal goals
  • Contribute to a workplace recognized for prioritizing employee well-being, development, and inclusivity

Looking for Cebu jobs that challenge your tech skills and reward your growth mindset? Ready to explore contact center roles in the Philippines that go beyond script-reading and into real-time impact?
Apply today and make your mark with Fusion CX.