Technical Support Engineer (VoIP & UCaaS)

Job Overview:

• Work Condition : Hybrid work at One Ayala, Makati (3 days on-site & 2 days WFH)
• Work Schedule: Fixed night shift (9PM to 6AM)
• VoIP/UCaaS Mastery: 3+ years in a Telco or Product-based business (direct customer troubleshooting, not internal IT)

The main responsibilities of a CUSTOMER CARE SPECIALIST include:

Support Activities:

I. Technical Support & Ticket Management:

• Provide comprehensive technical support: Respond to customer inquiries via email and chat, diagnose and resolve technical issues, and escalate complex problems to Level 3 or Product teams. Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers.
• Manage ticket lifecycle: Monitor incoming support tickets, prioritize based on severity and impact, provide timely updates, and ensure adherence to Service Level Agreements...