Technical Support Engineer (VoIP & UCaaS)
Location
national capital region, national capital region
Job Type
Full-time
Category
Other-General
Posted
June 05, 2026
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...