Hotel Tech Support & Customer Care Specialist

KMC Solutions; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health coverage (HMO)

Family-friendly policies

Professional growth and development

Job summary

KMC Solutions is hiring a Customer Support Associate to be the first point of contact for customers via phone, chat, email, and web tickets. You will gather information, provide basic troubleshooting for connectivity and device issues, document interactions, and escalate complex problems to Team Leaders and Technicians.

Ideal candidates are college graduates with strong communication skills, customer service orientation, and the ability to handle pressure while learning new technical processes.

Qualifications

• Open to college graduates from any field
• Excellent verbal and written communication skills
• Strong customer service and problem-solving abilities
• Willingness to work full-time onsite at SM North EDSA, Quezon City
• Willingness to work on shifting schedules and holidays
• Ability to handle customer concerns professionally and remain composed under pressure
• Willingness to learn technical processes, troubleshooting procedures, and new systems

Responsibilities

• Handle incoming calls, chats, emails, and web tickets professionally and courteously
• Maintain a positive, enthusiastic, customer-focused attitude
• Engage with customers to gather information, understand concerns, and assess needs
• Provide basic troubleshooting for Wi-Fi connectivity issues
• Troubleshoot Smart TV display issues, streaming apps, and channel concerns
• Assist customers in connecting devices to Enseo services
• Document interactions and resolutions in the ticketing system
• Assess severity and impact of reported issues
• Escalate unresolved concerns to Team Leaders and Technicians
• Maintain an average call handling time of 10–30 minutes with 30–38 calls per day
• Be available for regular and rest-day overtime
• Perform other ticket management and customer support tasks as assigned

Skills

Communication

Customer service

Problem solving

Work under pressure

Education

College degree or above

Tools

Zendesk

Ticketing systems

Microsoft Office

Job description

KMC Solutions is hiring a Customer Support Associate to be the first point of contact for customers via phone, chat, email, and web tickets. You will gather information, provide basic troubleshooting for connectivity and device issues, document interactions, and escalate complex problems to Team Leaders and Technicians.

Ideal candidates are college graduates with strong communication skills, customer service orientation, and the ability to handle pressure while learning new technical processes.