Technical Support Representative
Full-time
CXApp Philippines, Inc.
- CXApp Philippines is hiring a Technical Support Representative to provide fast, friendly, and accurate product support. In this role, you’ll serve as the first point of contact for customer incidents and inquiries—managing tickets end-to-end while troubleshooting across web and mobile applications, integrations, and hardware/analytics solutions. You’ll collaborate closely with Engineering, Product, and Customer Experience teams to ensure timely issue resolution and contribute to enhancing the overall user journey.
- Provide professional frontline technical support across the full CXApp product suite.
- Exhibit strong customer focus and empathy, delivering service via phone, Zendesk, and Slack.
- Analyze problems and develop solutions to meet customer needs across mobile, web, hardware, and analytics products.
- Prioritize and manage all open requests to ensure accurate and timely resolution.
- I dentify and properly handle escalations, collaborating closely with Engineering and Customer Experience teams.
- Act as a subject matter expert (SME) on CXApp products, especially hardware and analytics.
- Ensure SLA commitments are consistently met, contributing directly to customer satisfaction.
- M onitor incidents via Statuspage/alerts, coordinate comms, and support incident post-mortems.
- Document issues and solutions in Confluence knowledge base, create macros/templates, and share best practices.
- A natural problem-solver who finds satisfaction in helping others overcome challenges.
- Genuinely curious about technology and eager to keep learning and growing your skills.
- An active listener who takes the time to fully understand problems and provide effective, lasting solutions.
- A collaborative teammate who enjoys learning from others and is patient and supportive when teaching or guiding in return.
- Someone who thrives in a customer-first, team-oriented environment, where success is built together.
- 2–5 years of experience delivering B2B enterprise-level technical support.
- Hands-on experience with issue management tools (Zendesk, Slack, JIRA) and cross-department workflows.
- Solid understanding of the issue lifecycle: prioritization, escalation, and resolution.
- Strong interpersonal and collaboration skills (with both customers and internal teams).
- Proven ability to manage a high volume of inquiries, resolving or escalating as appropriate.
- Demonstrated ownership and accountability, driving issues from start to resolution.
Note: This position requires flexibility with work schedules, including weekends and holidays, to meet business needs.
What You’ll Do
Who You Are
What You Bring
Vacancy posted 7 hours ago
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