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CUSTOMER SUCCESS TECHNICAL SPECIALIST

XTN-F261180

City
Quezon City, Philippines
Schedule
Office Location
ZETA TOWER

Make your next big career move by applying as KMC Solutions' next CUSTOMER SUCCESS TECHNICAL SPECIALIST

At RANDEM Global, Right People are our biggest asset. We can provide you with the skills and 
opportunity to develop and reach your full potential – what’s most important is that you’re a good fit 
and willing to learn. We know that there is no such thing as the perfect applicant with the complete set 
of skills. We believe in a challenger mindset at RANDEM Global and if you feel that you could 
challenge and develop into this role, then we want to hear from you. 

On top of your salary, here are the exciting benefits you can look forward to:

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

The main responsibilities of a CUSTOMER SUCCESS TECHNICAL SPECIALIST include:

Job Responsibilities 
• Hardware Diagnostics: Remotely troubleshoot mechanical failures, including paper jams, 
carriage stalls, and sensor errors. 
• Connectivity & Networking: Configure and troubleshoot IP addresses, wireless (Wi-Fi) 
connections, and print servers. 
• Software Integration: Assist users with the installation and configuration of print drivers, 
firmware updates, and scanning software across Windows, macOS, and mobile environments. 
• Color & Quality Calibration: Resolve output issues such as banding, color inaccuracy, and low
resolution prints through deep-dive cleaning and alignment procedures. 
• Case Management: Document all interactions in the CRM, ensuring timely follow-ups and 
escalation to Tier 2 or field engineering when necessary. 
• Data Management: Create reports and/or data analysis as it relates to the business and 
product 
• User Education: Create "Quick Start" guides or knowledge base articles to help users resolve 
common issues independently. 
• Customer Service: Maintain a positive, empathetic, and professional attitude toward customers 
at all times. Ensure customer satisfaction and provide professional customer support. 
• Meeting Targets: Consistently meet or exceed satisfaction target, resolve rate and activity KPIs 
(calls per day, talk time, etc.). 
• Product Knowledge: Stay up-to-date on all product features, pricing plans, and competitor 
offerings. 
• Development: Attend all requested meetings/training with team, manager, clients, 
etc. Communicate and coordinate with colleagues as necessary. Provide feedback on the 
efficiency of the sales process. 
• Other duties, as assigned 

To apply, you must be an expert on the following requirements:

Experience: 1–3 years in a technical support role, specifically focusing on hardware (Printers, 
MFPs, or Copiers). 
• Network Savvy: Solid understanding of TCP/IP, DNS, and DHCP as they relate to networked 
peripherals. 
• Technical Knowledge: Familiarity with laser, inkjet, and thermal printing technologies. 
• Communication: Exceptional verbal and written communication skills with a focus on "active 
listening." 
• Data Analytics: Ability to create reports using basic office suites and provide insights to data. 
• Adaptability: Ability to stay calm under pressure while navigating multiple systems and high
volume ticket queues.

The successful candidate must submit the following pre-employment requirements

  • 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

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

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.

Work with Us. Grow with Us.

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.

Our Culture

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.

Life within KMC: Work Hard Party Harder

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!

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