Technical Customer Support Specialist I - First-Contact Pro

Exceptional Dental; Philippines; Hybrid; PHP 502,000 - 725,000; Full time

Job summary

Unknown is seeking a Technical Customer Support Specialist I to serve as the first point of contact for customers. The role emphasizes rapid rapport-building, timely support across channels, and consistent handling of incidents and requests with a customer-focused mindset.

You will investigate, replicate, validate, and troubleshoot customer issues, while documenting tickets and collaborating with Support and other departments to deliver timely, technically sound solutions.

Qualifications

• 3+ years in a customer or technical support role.
• Strong troubleshooting and critical thinking.
• Excellent verbal and written communication.

Responsibilities

• Provide first-class customer support via phone, email, and chat.
• Conduct initial troubleshooting, validation, and root cause investigation.
• Triage inbound issues, prioritize ticket queues, and escalate appropriately.
• Communicate proactively with customers using clear and professional language.
• Use internal tools and knowledge bases to ensure up-to-date solutions.
• Collaborate with other team members to improve processes and documentation.
• Mentor and guide junior support staff through escalated issues.
• Identify trends and suggest improvements to enhance customer experience.

Skills

Customer support

Troubleshooting

Communication skills

Ticketing systems

Mentoring

Problem solving

Tools

CRM

Ticketing tools

Knowledge base

Job description

Unknown is seeking a Technical Customer Support Specialist I to serve as the first point of contact for customers. The role emphasizes rapid rapport-building, timely support across channels, and consistent handling of incidents and requests with a customer-focused mindset.

You will investigate, replicate, validate, and troubleshoot customer issues, while documenting tickets and collaborating with Support and other departments to deliver timely, technically sound solutions.