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TECHNICAL CUSTOMER EXPERIENCE (CX) ADVOCATE

XTN-DAF8332

City
N/A, N/A
Schedule
Office Location
KMC site or other business locations as may be instructed by KMC Solutions from time to time

Make your next big career move by applying as KMC Solutions' next TECHNICAL CUSTOMER EXPERIENCE (CX) ADVOCATE

As a Tier 4 Technical Customer Experience (CX) Advocate, you are the first line of support for our customers, providing exceptional service and technical assistance. Your role is pivotal in ensuring customers maximize their experience with our products and services. This position demands outstanding communication skills, a problem-solving mindset, and the ability to adapt to a fast paced, dynamic environment.

We are looking for a highly experienced, advanced-level Technical Support Engineer to join our growing global support team. This role serves as the highest technical escalation point for complex software and system issues related to our photo booth products.

Unlike traditional support roles, this position requires deep troubleshooting expertise, exceptional communication skills, and the ability to confidently engage customers via phone. This is a pure individual contributor role—no people management—focused on solving the most challenging technical problems and elevating the overall support function.

This role will start remotely and is expected to transition to full on-site work in Metro Manila as the local office becomes operational.

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 TECHNICAL CUSTOMER EXPERIENCE (CX) ADVOCATE include:

Advanced Technical Troubleshooting

  • Act as the final escalation point for Tier 2–4 technical issues, primarily software-related.
  • Diagnose and resolve complex issues involving iOS, macOS, application configuration, integrations, and system behavior.
  • Confidently troubleshoot live with customers via scheduled and inbound phone calls, email, and chat.

Customer Advocacy & Communication

  • Deliver empathetic, professional, and solutions-focused support experiences.
  • Clearly explain complex technical concepts in simple, customer-friendly language.
  • Maintain strong verbal clarity and confidence during live phone interactions—this is critical to success in the role.

Product & System Expertise

  • Maintain deep and up-to-date knowledge of Photobooth Supply Co.’s software, hardware, and ecosystem.
  • Proactively stay informed on product updates, releases, and known issues.
  • Support internal enablement by sharing product insights and best practices.

Collaboration & Knowledge Sharing

  • Actively collaborate with Tier 1–2 support engineers to guide troubleshooting approaches.
  • Share learnings, documented fixes, and insights to improve overall team capability.
  • Participate in cross-functional discussions with internal teams as needed.

Documentation & Ticket Management

  • Accurately document issues, root causes, and resolutions in Zendesk.
  • Contribute to internal documentation, SOPs, and customer-facing knowledge base articles.
  • Manage ticket queues efficiently while ensuring high-quality resolutions.

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

  • 7 –10+ years of hands-on technical support experience, ideally in SaaS, software, or technology-enabled products.
  • Strong working knowledge of iOS, macOS, and software troubleshooting.
  • Proven experience handling complex escalations and advanced issue resolution.
  • Excellent spoken and written English, with strong confidence on live phone calls.
  • Experience using Zendesk or similar ticketing systems.
  • Highly analytical, methodical, and calm under pressure.
  • Comfortable working independently in a remote setup with tools like Slack and Google Meet.
  • Photography or creative hardware/software experience is a plus but not required.

It will also be favorable if you are knowledgeable in:

Skills & Competencies

  • Proactive and resourceful in identifying solutions.
  • Comfortable working in a remote team environment.
  • Strong attention to detail and organizational skills. Ability to handle a high volume of inquiries while maintaining quality.
  • Empathy and patience when dealing with customer challenges.

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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