Technical Customer Support

TECHNICAL CUSTOMER SUPPORT

Work Location: This is a remote position. Employees work from home and can be located anywhere in the Philippines.

Work Schedule: In this role you'll be working U.S. traditional hours (Philippine night shift).

ROLE OVERVIEW

The Technical Customer Supportrole is a detail-oriented and customer-focused role reporting to the Technical Customer Support Manager. In this role, you will be expected to provide frontline technical assistance to customers, troubleshoot software issues, handle configurations, provide How-To's, and facilitate smooth handoffs from implementation to ensure a seamless customer experience. You will be responsible for end-to-end support for CVI's post-sales support function with a focus on delivering exceptional service across our product suite – beginning with TruVoice. This role will act as a bridge between users and product/engineering teams, helping to resolve problems quickly while also identifying opportunities for product improvement.

ROLE EXPECTATIONS

Key Responsibilities

• Provide first-level technical support to customers via available support channels.

• Diagnose, troubleshoot, and resolve customer issues related to our software applications.

• Escalate complex issues to engineering or product teams, when necessary, while maintaining ownership of the customer experience.

• Guide customers through self-service and knowledge base resources, ensuring they can resolve recurring issues independently.

• Document all customer interactions, technical steps taken, and solutions within the CRM/helpdesk system.

• Collaborate with product and QA teams to communicate recurring issues, bugs, and enhancement requests.

• Contribute to the development and maintenance of the knowledge base, FAQs, and training resources.

• Educate customers on product features, updates, and best practices to maximize adoption and satisfaction.

• Support the usage of AI-powered tools for troubleshooting, ticket triage, and proactive customer engagement, while ensuring accuracy and transparency in their application

Metrics, Insights & Continuous Improvement

• Define, monitor, and report on support KPIs including CSAT, NPS, first-response time, time to resolution, backlog, and escalation rates.

• Analyze trends in support requests to identify product improvement opportunities, reduce recurring issues, and improve customer experience.

• Champion initiatives to reduce support volume over time through automation, AI, better documentation, and improved onboarding.

QUALIFICATIONS

• Bachelor's Degree in Computer Science or Information Technology preferred; equivalent experience will be considered.

• 1-3 years' experience in technical customer support, helpdesk, or IT support.

• Strong problem-solving skills with the ability to think critically and troubleshoot systematically.

• Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, Salesforce or similar) and CRM tools.

• Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users.

• Strong customer empathy, patience, and ability to remain calm under pressure.

• Experience working with or supporting AI-enabled support platforms is preferred.

• Familiarity with software products, SaaS platforms, APIs, and cloud technologies is a plus.

What Success Looks Like:

• Consistently high CSAT (90%+) and first-contact resolution rates.

• Scalable support model with low backlog and fast average resolution time.

• Strong internal feedback loops leading to measurable product improvements.

• Knowledge base and training programs that reduce case volume and improve onboarding.

• Seamless collaboration with implementation and customer success to support client outcomes.