Proactive Technical Support Specialist

Tap Growth ai; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Tap Growth ai in Taguig, Philippines, is seeking a Technical Support Associate to provide proactive post-market support and help customers get the most from our products.

You will make outbound calls, listen carefully, resolve issues within defined procedures, and document every interaction in our CRM. Strong English communication, CRM proficiency, and a customer‑centred mindset are essential for success in this fast‑paced, office‑based role.

Qualifications

• 3 to 5 years of outbound customer service or related roles.
• Experience supporting customers by phone in a structured service environment.
• Excellent verbal and written English communication.
• Experience with CRM, case management, or ticketing tools.

Responsibilities

• Make proactive outbound calls to customers after they start using products to provide post-market support.
• Listen to what the customer is saying and what they are not saying; uncover root issues.
• Help customers work through friction, confusion, or dissatisfaction to continue using the product.
• Resolve questions within approved procedures and intake of complaints based on guidelines.
• Document every interaction in CRM and case tools for smooth handoffs.
• Own follow ups and close the loop with the customer and internal teams.
• Recognize signals of disengagement and act within scope.
• Share customer patterns with team leads, quality, training, and operations.
• Handle sensitive information with privacy and compliance expectations.
• Meet productivity, quality, and accuracy in a high-volume environment.
• Stay calm and professional with upset or anxious customers.

Skills

Outbound support

Phone support

English fluency

Listening & problem-solving

Follow-up skills

Tools

CRM tools

Ticketing systems

Knowledge base tools

Job description

Tap Growth ai in Taguig, Philippines, is seeking a Technical Support Associate to provide proactive post-market support and help customers get the most from our products.

You will make outbound calls, listen carefully, resolve issues within defined procedures, and document every interaction in our CRM. Strong English communication, CRM proficiency, and a customer‑centred mindset are essential for success in this fast‑paced, office‑based role.