Customer Technical Support Specialist

3 days ago

Makati City, National Capital Region, Philippines Infotree Global Solutions Full time ₱600,000 per year

Job Title:
Customer Technical Support Specialist

Organization:
GCE

Location:
Makati, NCR, Philippines
&
Manila, NCR, Philippines
)

Employment Type:
Full-time, Permanent

Salary (Philippines):
up to 600,000 PHP + 5% bonus

Position Overview

We are seeking a
Customer Technical Support Specialist
to join our global team. The successful candidate will provide expert technical assistance, resolve customer incidents, and contribute to the delivery of a high-quality support experience. This role requires a balance of strong technical knowledge, excellent customer service skills, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities

  • Provide technical support across the full product portfolio, ensuring timely and accurate resolution of issues.
  • Manage service incidents across multiple support channels, including phone, web, chat, and email.
  • Deliver clear and accurate problem descriptions to enable effective escalation to external suppliers or internal teams.
  • Collaborate with Team Leaders and the Customer Technical Services Manager to set objectives, monitor team performance, and achieve defined targets.
  • Partner with Commercial, Product Development, and other internal teams to address customer needs and continuously improve service delivery.
  • Contribute to the implementation of strategies aimed at enhancing customer satisfaction and loyalty.
  • Promote the use of self-service tools to drive efficiency and empower customers.
  • Participate in regular team meetings, performance reviews, and training sessions to build knowledge and improve capabilities.
  • Stay up to date on industry trends and best practices in customer and technical support.

Required Qualifications and Experience

  • Minimum of 2 years' experience in a technical support role.
  • GDS knowledge is mandatory
    (Galileo preferred; experience with other GDS platforms will also be considered).
  • Fluency in English (spoken and written) required.
  • Strong communication and interpersonal skills with the ability to build effective relationships with both customers and internal stakeholders.
  • Demonstrated problem-solving skills with the ability to troubleshoot technical issues effectively.
  • Strong organizational skills, with the ability to manage multiple priorities and perform under pressure.
  • A collaborative team player who fosters a culture of accountability and excellence.
  • Experience working across diverse cultures and geographical regions is an advantage.

Key Performance Indicators (KPIs)

  • Maintain a minimum monthly CSAT rating of 4.7/5.
  • Ensure a response time within 4 business hours for 100% of cases handled.
  • Close at least 80% of cases within 24 business hours.

What We Offer

  • Permanent full-time employment.
  • Competitive base salary (Philippines: 600,000 PHP + 5% bonus).
  • Comprehensive benefits and wellness programs.
  • Hybrid and flexible working arrangements depending on region.
  • A supportive, collaborative, and innovative environment where your contributions are recognized.
  • Opportunities for professional development and career growth in a global organization.


Join us as a Customer Technical Support Specialist and play a key role in delivering exceptional customer experiences worldwide.

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