Talkdesk is expanding our coverage model for our commercial customers to provide more efficient and effective service. The Commercial Support Team provides comprehensive support to commercial accounts, combining the functions of Customer Success Management (CSM) and Technical Support. This team focuses on ensuring customer satisfaction, resolving technical issues, and driving product adoption. The hybrid model allows for efficient handling of both proactive and reactive support needs.  The team will work under Pooled model vs named account, which will help with overall capacity planning and coverage.

As a Commercial Support Specialist, you will play a pivotal role in this model, combining technical support expertise with proactive customer success management. You will be responsible for resolving customer inquiries, providing technical assistance, and guiding customers towards achieving their business goals. This role requires a blend of technical proficiency, strong communication skills, and a customer-centric mindset.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

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 (SLAs).
• Product Escalation: Collaborate with our engineering team to solve more complex issues. Identify, document, and follow up with engineers on product bugs and features.
• Maintain knowledge resources: Contribute to and utilize the customer-facing knowledge base, creating and updating articles, FAQs, and tutorials to promote self-service.

II. Customer Success & Engagement:

• Facilitate customer onboarding: Guide new customers through initial onboarding, ensuring understanding of basic functionality and a smooth transition.
• Proactively engage customers: Conduct regular check-ins and health checks with key customers to assess product usage, identify potential issues, and ensure they are maximizing product value.
• Respond to CSM inquiries: Address customer inquiries related to platform licensing, product reviews, and other CSM-related topics, providing guidance and support.
• Gather and advocate for customer feedback: Collect customer feedback and relay it to product and engineering teams, advocating for customer needs and priorities within the organization.
• Identify growth opportunities: Monitor customer usage and potential up and cross-sell opportunities.
• Provide guidance and support via tickets: Proactively provide guidance and support via tickets, in order to maximize customer value. Ensure Tickets are being managed within SLA

• Document interactions: Accurately log all customer interactions and support activities in the ticketing system and update customer profiles in Gainsight and Salesforce (SFDC) with relevant information.

• Fluent in English;
• Excellent written and verbal communication skills;
• Previous experience in a client-facing technical role for a product business;
• Strong problem-solving, decision-making, and critical-thinking skills;
• Professional, courteous, and committed to providing amazing customer support;
• Open-minded, positive, and keen to learn;
• Great attitude, team player;
• Willing to work flexible hours;
• Keen to mentor and help train junior team members.
• Strong technical aptitude and ability to learn new technologies quickly.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively. 

• Fluent level in other languages (preferably German, French, Dutch or Spanish);
• Degree in a technical subject;
• Knowledge of IP Telephony;
• Experience diagnosing QoS issues;
• Experience with call center technology such as IVRs ;
• Experience with Salesforce as an admin or developer.

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!