Technical Support Representative

CXApp Philippines, Inc.; Muntinlupa; On-site; PHP 334,800 - 502,200; Full time

Job summary

A technology company in Metro Manila is hiring a Technical Support Representative to provide fast, friendly, and accurate product support. The role involves handling customer inquiries, managing tickets, troubleshooting, and collaborating with engineering and product teams. Ideal candidates should have 2–5 years of B2B enterprise-level support experience and be familiar with issue management tools like Zendesk and Slack. Flexibility for work schedules is required.

Qualifications

• 2–5 years of experience delivering B2B enterprise-level technical support.
• Hands-on experience with issue management tools and workflows.
• Strong interpersonal and collaboration skills.

Responsibilities

• Provide professional frontline technical support across the CXApp product suite.
• Analyze problems and develop solutions for customer needs.
• Document issues and solutions in the knowledge base.

Skills

Problem-solving

Customer service

Technical knowledge

Interpersonal skills

Tools

Zendesk

Slack

JIRA

Job description

• CXApp Philippines is hiring a Technical Support Representative to provide fast, friendly, and accurate product support. In this role, you’ll serve as the first point of contact for customer incidents and inquiries—managing tickets end-to-end while troubleshooting across web and mobile applications, integrations, and hardware/analytics solutions. You’ll collaborate closely with Engineering, Product, and Customer Experience teams to ensure timely issue resolution and contribute to enhancing the overall user journey.

Note: This position requires flexibility with work schedules, including weekends and holidays, to meet business needs.

What You’ll Do

• Provide professional frontline technical support across the full CXApp product suite.
• Exhibit strong customer focus and empathy, delivering service via phone, Zendesk, and Slack.
• Analyze problems and develop solutions to meet customer needs across mobile, web, hardware, and analytics products.
• Prioritize and manage all open requests to ensure accurate and timely resolution.
• Identify and properly handle escalations, collaborating closely with Engineering and Customer Experience teams.
• Act as a subject matter expert (SME) on CXApp products, especially hardware and analytics.
• Ensure SLA commitments are consistently met, contributing directly to customer satisfaction.
• Monitor incidents via Statuspage/alerts, coordinate comms, and support incident post-mortems.
• Document issues and solutions in Confluence knowledge base, create macros/templates, and share best practices.

Who You Are

1. A natural problem-solver who finds satisfaction in helping others overcome challenges.
2. Genuinely curious about technology and eager to keep learning and growing your skills.
3. An active listener who takes the time to fully understand problems and provide effective, lasting solutions.
4. A collaborative teammate who enjoys learning from others and is patient and supportive when teaching or guiding in return.
5. Someone who thrives in a customer-first, team-oriented environment, where success is built together.

What You Bring

• 2–5 years of experience delivering B2B enterprise-level technical support.
• Hands-on experience with issue management tools (Zendesk, Slack, JIRA) and cross-department workflows.
• Solid understanding of the issue lifecycle: prioritization, escalation, and resolution.
• Strong interpersonal and collaboration skills (with both customers and internal teams).
• Proven ability to manage a high volume of inquiries, resolving or escalating as appropriate.
• Demonstrated ownership and accountability, driving issues from start to resolution.