Warranty & RMA Support Specialist

Warranty & RMA Support Specialist (Remote, Philippines) — Toronto HQ
Title: Warranty & RMA Support Specialist (Remote, Philippines)
Reports to: Operations Manager (Toronto)
Schedule: Full-time, Toronto hours (EST) (Mon–Fri)
Engagement: Contractor / Remote (based in the Philippines)

We are hiring a detail-obsessed Warranty & RMA Support Specialist to manage customer warranty submissions and RMAs for laptops/gaming devices. You’ll own intake, documentation, coordination with manufacturers, and weekly status updates—working Toronto hours from the Philippines.
You’ll: verify eligibility, issue RMA #s, guide packing/shipping, submit claims to manufacturers, track cases to closure, and maintain SLAs.

You are: an excellent English communicator, process-driven, great with spreadsheets/ticketing tools, and comfortable working the EST time zone.

Apply: Send your CV + 2–3 paragraph cover note + answers to the screening questions below with subject “Warranty & RMA – PH Remote – ”.

We are a Toronto-based technology company handling returns and warranty coordination across major marketplaces and brands. We value clarity, speed, and customer fairness—balanced with clean processes and data discipline.

What you’ll do (key responsibilities)
• RMA Intake & Eligibility: Review customer forms, proof of purchase, serial/IMEI, photos/video; confirm manufacturer warranty window and our service terms.
• RMA # & Instructions: Issue RMA numbers, send packing/shipping guidance, ensure the RMA # is on the carton, and collect tracking details.
• Submission Service: Prepare and submit manufacturer warranty claims (service only), attach diagnostics, photos, and required documentation.
• Case Management: Maintain a live tracker (RMA #, Manufacturer Case ID, SLA timestamps), and send weekly status updates to customers.
• Logistics Coordination: Hand off to/coordinate with Toronto logistics for inbound receipts and outbound returns (FOB BSC warehouse).
• SLA Compliance: Hit response, triage, and submission SLAs; escalate blockers early.
• Customer Communications: Use approved templates; set correct expectations
• Documentation & QA: Keep clean notes, audit trails, and improve templates/SOPs as edge cases arise.

You’ll thrive if you have
• Excellent written English (C1+) and professional tone; confident on calls/chat/email.
• Process mindset: follow SOPs, spot gaps, suggest improvements.
• Tools: Comfort with ticketing (e.g., Zendesk/Freshdesk), spreadsheets (Excel/Google Sheets), SharePoint/Asana, and basic PDF tools.
• Tech literacy: Familiarity with laptops/consoles (common issues, basic troubleshooting terminology).
• Detail discipline: Zero-defect data entry; consistent file naming and case logs.
• Time-zone reliability: Able to work ET daytime reliably from the Philippines.

Nice to have
• Experience with manufacturer warranty processes, RMA workflows, or consumer electronics.
• Light QA/diagnostic background or service desk experience.
• Experience with e-commerce channels (Amazon/Walmart/BestBuy) is a plus.

Equipment & connectivity (required)
• Laptop/desktop (i5/Ryzen 5+, 8–16 GB RAM), dual monitors preferred.
• Stable internet 25 Mbps+ with a backup option; headset for calls.
• Backup power or plan for outages is a plus.

What we offer
• Clear SOPs, templates, and supportive management in Toronto.
• Training on our tools and scripts.
• A culture that values accuracy, transparency, and respectful customer care.

How to apply
Apply on Onlinejobs.ph with the following:
1. Resume (PDF)
2. A brief cover note (2–3 paragraphs) on your relevant experience
3. Your working hours in PH time that align with 9:00–6:00 EST
4. Answers to Screening Questions (below)

Screening Questions
1. In 5–7 sentences, explain how you would explain the warranty process to a customer.
2. A customer’s device shows damage and the tamper seal is broken. Draft a 5–7 sentence email setting expectations about eligibility and next steps.
3. List the SLA checkpoints you would track from intake to closure.
4. Share a screenshot or description of a tracker you’ve maintained (columns/fields you would use for RMA).
5. Describe how you’d ensure the RMA # appears correctly on shipments and in internal logs.