VoIP Tech Support & Customer Success Specialist

KMC Solutions; Makati; Hybrid; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growthOpportunities

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is hiring a CUSTOMER CARE SPECIALIST to support Talkdesk for commercial accounts. You will resolve inquiries, provide technical assistance, and guide customers toward business outcomes in a hybrid work model.

Ideal candidates have 2-3 years in VoIP environments, strong communication, and a customer-first mindset. You will collaborate with engineering, customer success, and sales to ensure service quality and platform adoption.

Qualifications

• 2-3 years of experience in VoIP environments.
• Excellent written and verbal communication skills.
• Previous experience in a client-facing technical role for a product business.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Professional, courteous, and committed to providing amazing customer support.
• Open-minded, positive, and keen to learn.
• Great attitude, team player.
• Willing to work flexible hours.
• Keen to mentor and help train junior team members.
• Strong technical aptitude and ability to learn new technologies quickly.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively

Responsibilities

• Provide comprehensive technical support: Respond to customer inquiries via email and chat, diagnose and resolve technical issues, and elevate complex problems to Level 3 or Product teams.
• Manage ticket lifecycle: Monitor incoming support tickets, prioritize based on severity and impact, provide timely updates, and ensure adherence to SLAs.
• Product Escalation: Collaborate with our engineering team to solve more complex issues. Identify, document, and follow up with engineers on product bugs and features.
• Maintain knowledge resources: Contribute to and utilize the customer-facing knowledge base, creating and updating articles, FAQs, and tutorials to promote self-service.
• Facilitate customer onboarding: Guide new customers through initial onboarding, ensuring understanding of basic functionality and a smooth transition.
• Proactively engage customers: Conduct regular check-ins and health checks with key customers to assess product usage, identify potential issues, and ensure they are maximizing product value.
• Respond to CSM inquiries: Address customer inquiries related to platform licensing, product reviews, and other CSM-related topics, providing guidance and support.
• Gather and advocate for customer feedback: Collect customer feedback and relay it to product and engineering teams, advocating for customer needs and priorities within the organization.
• Identify growth opportunities: Monitor customer usage and potential up and cross-sell opportunities.
• Provide guidance and support via tickets: Proactively provide guidance and support via tickets, in order to maximize customer value. Ensure Tickets are being managed within SLA.
• Document interactions: Accurately log all customer interactions and support activities in the ticketing system and update customer profiles in Gainsight and Salesforce (SFDC) with relevant information.

Skills

VoIP experience

Excellent communication

Client-facing role

Problem solving

Mentoring/ coaching

Flexible hours

Team player

Quick learner

Education

Degree in technical subject

Tools

Salesforce

Job description

KMC Solutions is hiring a CUSTOMER CARE SPECIALIST to support Talkdesk for commercial accounts. You will resolve inquiries, provide technical assistance, and guide customers toward business outcomes in a hybrid work model.

Ideal candidates have 2-3 years in VoIP environments, strong communication, and a customer-first mindset. You will collaborate with engineering, customer success, and sales to ensure service quality and platform adoption.