Job Overview:
- Hybrid setup in One Ayala, Makati
- Fixed night shift
- Has 3+ years of experience in a client-facing role with exposure to UCaaS and CaaS, OR a strong background in VoIP and telephony
Key Responsibilities:
I. Technical Support & Ticket Management
- Provide end-to-end technical support via email and chat; diagnose issues and escalate complex cases to Level 3 or Product teams
- Manage the full ticket lifecycle, ensuring prioritization, timely updates, and SLA compliance
- Act as a liaison between Engineering, Customer Success, and Sales on technical issues
- Identify, document, and follow up on product bugs and feature-related concerns
- Contribute to and maintain customer-facing knowledge base articles, FAQs, and tutorials
II. Customer Success & Engagement
- Support customer onboarding and ensure smooth adoption of core platform features
- Conduct proactive check-ins and health checks to monitor usage and customer success
- Address CSM-related inquiries (licensing, reviews, platform guidance, etc.)
- Gather and advocate customer feedback internally with Product and Engineering teams
- Identify potential up-sell and cross-sell opportunities based on customer usage
- Ensure tickets and engagements are handled within SLA
- Document all interactions in ticketing tools and update customer records in Gainsight and Salesforce (SFDC)
Required Qualifications
- Has 3+ years of experience in a client-facing role with exposure to UCaaS and CaaS, OR a strong background in VoIP and telephony
- Fluent in English (written and verbal)
- Proven experience in a client-facing technical role within a product-based company
- Strong problem-solving, decision-making, and critical-thinking skills
- Professional, customer-centric, and service-oriented mindset
- Open-minded, positive, and eager to learn
- Strong team player with a great attitude
- Willingness to work flexible hours
- Ability to mentor and support junior team members
- Strong technical aptitude and ability to learn new technologies quickly
- Ability to manage multiple tasks and prioritize effectively
Nice-to-Have Qualifications
- Fluency in another language (German, French, Dutch, or Spanish preferred)
- Degree in a technical field
- Knowledge of IP Telephony and QoS issue diagnosis
- Experience with call center technologies (e.g., IVRs)
- Salesforce experience (admin or developer level)
