Technical Support Associate

Viventis Search Asia, Inc.; Philippines; On-site; PHP 312,000 - 469,000; Full time

Job summary

Viventis Search Asia, Inc. is hiring a Technical Support Associate to provide proactive customer support in a fast-paced, on-site setting in Taguig, Philippines.

You will handle post-purchase inquiries, document interactions in CRM, and follow strict procedures to resolve issues while maintaining customer confidence. The role emphasizes strong English communication, experience with CRM/case management tools, and the ability to manage follow-ups and meet performance metrics in high-volume

Qualifications

• 3–5 years of experience in outbound customer service or related fields.
• Experience supporting customers by phone in structured service environments.
• Strong verbal and written English communication skills.
• Working experience with CRM, case management, ticketing, or knowledge base tools.
• Proven ability to manage follow-ups and close the loop with customers and internal teams.
• Strong listening, problem solving, and de-escalation skills.
• Ability to work within defined procedures, quality standards, and operational metrics.

Responsibilities

• Make proactive outbound calls to customers after they have started using our products to provide post-market support.
• Listen for what the customer is saying and what they are not saying; understand the issue behind the issue.
• Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence.
• Resolve questions within approved procedures and intake of complaints based on strict guidelines.
• Document every interaction in CRM and case tools so the next person has what they need.
• Own your follow ups and close the loop with the customer and internal teams.
• Recognize signals that a customer may be at risk of disengaging and act within scope of role.
• Share patterns heard from customers with team leads, quality, training, and operations.
• Handle sensitive customer information with care and follow privacy and compliance expectations.
• Meet productivity, quality, and accuracy expectations in a high-volume environment.

Skills

Outbound calls

CRM experience

English communication

Problem solving

De-escalation

Follow-ups

Privacy & compliance

Tools

CRM

Case management

Ticketing systems

Knowledge base tools

Job description

We're Hiring: Technical Support Associate!

Location: Taguig, Philippines
Work Mode: Work from Office
Role: Technical Support Associate

Responsibilities

• Make proactive outbound calls to customers after they have started using our products to provide post-market support once they have started using our products and need help.
• Listen for what the customer is actually saying and what they are not saying. Understand the issue behind the issue.
• Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence.
• Resolve questions within approved procedures and intake of complaints based on strict guidelines.
• Document every interaction in CRM and case tools so the next person picking up the customer has what they need.
• Own your follow ups. Close the loop with the customer and internal teams.
• Recognize signals that a customer may be at risk of disengaging and acting on them within scope of role.
• Share patterns you are hearing from customers with team leads, quality, training, and operations.
• Handle sensitive customer information with care and always follow privacy and compliance expectations.
• Meet productivity, quality, and accuracy expectations in a high-volume environment without losing the human in the conversation.
• Stay calm and professional with customers who are upset, anxious, or considering discontinuing use.

Qualifications

• 3 to 5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, or retention support.
• Experience supporting customers by phone in a structured service environment.
• Strong verbal and written English communication skills.
• Working experience with CRM, case management, ticketing, or knowledge base tools.
• Proven ability to manage follow ups and close the loop with customers and internal teams.
• Strong listening, problem solving, and de-escalation skills.
• Comfort working within defined procedures, quality standards, and operational metrics.
• Ability to work scheduled shifts aligned to business and customer needs.