Technical Support Associate

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

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.