Customer Service Representative (Technical)

Textron Software Solutions Inc; Makati; On-site; PHP 335,000 - 558,000; Full time

Job summary

Textron Software Solutions Inc in Makati is seeking a Customer Support Specialist to deliver omnichannel assistance via email, live chat, and other digital platforms, log and track inquiries, and take ownership of timely resolutions.

You will collaborate with Dev, ITS, and account management teams to escalate complex issues, provide proactive updates on platform changes, and support a global user base through rotational shifts, weekends and holidays, while maintaining clear, professional English

Qualifications

• Excellent verbal and written English proficiency required.
• Proficiency in Microsoft Teams, Outlook, Telegram for external and internal communication.
• Advanced skills in Microsoft Office and Excel.
• Experience with Jira Service Management and SharePoint is a plus.
• Familiarity with APIs, Postman and Swagger helpful for troubleshooting.
• Fluency in Mandarin or Cantonese is a strong asset.

Responsibilities

• Omnichannel Support: high-quality assistance via email, live chat, and other digital platforms.
• Case Management: log, track, and manage customer inquiries using internal ticketing system.
• End-to-End Resolution: own issues and follow up until resolution.
• Cross-Functional Collaboration: work with Dev, ITS, and AMs to resolve issues.
• Proactive Communication: inform customers of updates and escalated incident statuses.

Skills

Communication

MS Teams

Outlook

Telegram

Microsoft Office

Excel

APIs basics

Mandarin or Cantonese

Education

Bachelor’s Degree

Tools

Jira Service Management

SharePoint

Postman

Swagger

Job description

Key Responsibilities

• Omnichannel Support: Deliver high-quality assistance via email, live chat, and other digital platforms, ensuring a seamless customer experience.




• Case Management: Diligently log, track, and manage the lifecycle of customer inquiries using our internal ticketing system.




• End-to-End Resolution: Take ownership of customer issues, manage expectations with transparency, and execute timely follow-ups until a resolution is reached.




• Cross-Functional Collaboration: Partner with internal departments (Dev, ITS, and AM's) to elevate complex issues and ensure swift problem resolution.




• Proactive Communication: Keep customers informed of platform updates, service announcements, and the status of escalated incidents.

Qualifications & Skills

• Communication Mastery: Exceptional verbal and written English proficiency is required.
  Digital Communication Tools: Proficiency in Microsoft Teams , Outlook and Telegram for external customer communication and internal collaboration is a significant plus.




• Technical Aptitude: Proficient in Microsoft Office (with advanced skills in Excel).




• Tool Savvy: Experience with Jira Service Management and SharePoint is a significant advantage.




• Analytical Mindset: A basic understanding of APIs, hands-on experience with Postman and Swagger is a major plus for troubleshooting technical queries.




• Multilingual Bonus: Fluency in Mandarin or Cantonese (both verbal and written) is highly preferred and will be considered a top-tier asset.




• Adaptability: A fast learner who can work independently with minimal supervision and pivot quickly as processes evolve.




• Flexibility: Must be willing to work in rotational shifts, including weekends and holidays, to support our global user base.

Educational Requirements

• Degree Holder: Must possess a Bachelor’s Degree in any field (Business, Communications, or IT-related courses are preferred).