VoIP / Cloud Technical Specialist

Job Overview:

• Work Condition: Hybrid work at One Ayala, Makati (3 days on-site & 2 days WFH)
• Work Schedule: Fixed night shift (9PM to 6AM)
• VoIP/UCaaS Mastery: 3+ years in a Telco or Product-based business (direct customer troubleshooting, not internal IT)

The main responsibilities of a CUSTOMER CARE SPECIALIST include:

Support Activities:

I. Technical Support & Ticket Management:

• Provide comprehensive technical support: Respond to customer inquiries via email and chat, diagnose and resolve technical issues, and escalate complex problems to Level 3 or Product teams. Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers.
• Manage ticket lifecycle: Monitor incoming support tickets, prioritize based on severity and impact, provide timely updates, and ensure adherence to Service Level Agreements (SLAs).
• Product Escalation: Collaborate with our engineering team to solve more complex issues. Identify, document, and follow up with engineers on product bugs and features.
• Maintain knowledge resources: Contribute to and utilize the customer-facing knowledge base, creating and updating articles, FAQs, and tutorials to promote self-service.

II. Customer Success & Engagement:

• Facilitate customer onboarding: Guide new customers through initial onboarding, ensuring understanding of basic functionality and a smooth transition.
• Proactively engage customers: Conduct regular check-ins and health checks with key customers to assess product usage, identify potential issues, and ensure they are maximizing product value.
• Respond to CSM inquiries: Address customer inquiries related to platform licensing, product reviews, and other CSM-related topics, providing guidance and support.
• Gather and advocate for customer feedback: Collect customer feedback and relay it to product and engineering teams, advocating for customer needs and priorities within the organization.
• Identify growth opportunities: Monitor customer usage and potential up and cross-sell opportunities.
• Provide guidance and support via tickets: Proactively provide guidance and support via tickets, in order to maximize customer value. Ensure Tickets are being managed within SLA
• Document interactions: Accurately log all customer interactions and support activities in the ticketing system and update customer profiles in Gainsight and Salesforce (SFDC) with relevant information.

To apply, you must be an expert on the following requirements:

• Fluent in English;
• Excellent written and verbal communication skills;
• Previous experience in a client-facing technical role for a product business;
• Strong problem-solving, decision-making, and critical-thinking skills;
• Professional, courteous, and committed to providing amazing customer support;
• Open-minded, positive, and keen to learn;
• Great attitude, team player;
• Willing to work flexible hours;
• Keen to mentor and help train junior team members.
• Strong technical aptitude and ability to learn new technologies quickly.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively

It will also be favorable if you are knowledgeable in:

• Fluent level in other languages (preferably German, French, Dutch or Spanish);
• Degree in a technical subject;
• Knowledge of IP Telephony;
• Experience diagnosing QoS issues;
• Experience with call center technology such as IVRs ;
• Experience with Salesforce as an admin or developer