VoIP & Cloud Tech Support Specialist - Night Shift

KMC Solutions; Makati; Hybrid; PHP 391,000 - 614,000; Full time

Job summary

KMC Solutions in Makati is seeking a Customer Care Specialist for hybrid work (3 days on-site at One Ayala, 2 days WFH) with a fixed night shift (9 PM–6 AM). You will handle technical support, ticketing, and customer success activities while collaborating with product and engineering teams.

We value strong English communication, problem solving, and a proactive approach to learner-friendly support. Experience with Salesforce and Gainsight is a plus, and mentoring junior staff is encouraged.

Qualifications

• Fluent in English with excellent written and verbal communication.
• Prior client-facing technical role in a product or telecom environment.
• Strong problem solving, decision making and critical thinking abilities.
• Professional, courteous, and committed to superior customer support.
• Willing to learn, be a team player, and mentor juniors.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Provide comprehensive technical support via email and chat; diagnose issues and escalate when needed.
• Manage ticket lifecycle, prioritize by severity, monitor SLAs, and provide updates.
• Collaborate with engineering to document bugs and request features.
• Maintain and update customer-facing knowledge base and self-service articles.
• Guide onboarding and check in with key customers to maximize product value.
• Log interactions accurately in the ticketing system and update customer profiles.

Skills

Customer support

English fluency

Technical liaison

Ticketing

SLA adherence

Multi-tasking

Tools

Salesforce

Gainsight

Job description

KMC Solutions in Makati is seeking a Customer Care Specialist for hybrid work (3 days on-site at One Ayala, 2 days WFH) with a fixed night shift (9 PM–6 AM). You will handle technical support, ticketing, and customer success activities while collaborating with product and engineering teams.

We value strong English communication, problem solving, and a proactive approach to learner-friendly support. Experience with Salesforce and Gainsight is a plus, and mentoring junior staff is encouraged.