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Customer Support Representative - 12h Shift

CloudTalkRemote — Manila, Metro Manila, Philippines
Remote Full-time €36K/yr - €36K/yr

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Experience Level

Entry Level

Qualifications

To thrive in this role, you should possess:Strong analytical and problem-solving skillsA passion for technology and customer serviceExcellent communication abilities, both written and spokenWillingness to learn and adapt in a dynamic environment

About the job

Please submit your CV in English.

Join a leading global SaaS company backed by a $28M Series B investment!
Benefit from structured mentorship and continuous upskilling opportunities.
Work remotely from Manila, Philippines.
Enjoy a competitive compensation package comprising a base salary (±600 EUR) plus a monthly performance bonus of up to 20%, based on productivity and customer satisfaction (CSAT).

Working Hours:
The working schedule features alternating long and short weeks as follows:

  • Long weeks: Monday, Tuesday, Friday, Saturday, and Sunday, 9 PM - 9:30 AM CET / 4 AM - 4:30 PM PST
  • Short weeks: Wednesday and Thursday, 9 PM - 9:30 AM CET / 4 AM - 4:30 PM PST

Each month, you will have 2 long weeks and 2 short weeks.

The Challenge Ahead

  • As a member of the Level 1 Customer Support team, you will be the go-to person for customers facing challenges. Your role involves diagnosing issues, identifying root causes, and providing clear and confident guidance.
  • We seek individuals who are passionate problem solvers, those who can recognize patterns, dissect issues, and simplify technical concepts.
  • This position is ideal for those who are naturally tech-savvy:
    • Capable of basic computer troubleshooting
    • Comfortable navigating system settings
    • Curious about how things operate
    • Willing to explore logs, connection tests, and edge cases
  • No prior VOIP experience is necessary; we will provide comprehensive training. What matters most are your logical thinking, curiosity, and problem-solving skills.

What You’ll Do

  • Deliver exceptional technical support via chat and email
  • Investigate call flows, connectivity issues, audio quality challenges, device setups, and configuration errors
  • Diagnose VOIP-related concerns (latency, jitter, firewall behaviors, ISP issues, etc.)
  • Analyze logs, replicate issues, and gather data for in-depth analysis
  • Manage a high volume of customer interactions with precision and attention
  • Document troubleshooting procedures and contribute to our knowledge repository
  • Represent CloudTalk with empathy, clarity, and accountability



Who We’re Looking For

A Logical Thinker: You enjoy solving puzzles and articulating your thought process clearly.

Tech-Savvy & Curious: You embrace system settings, connection tests, and exploring feature functionality, engineering skills are not required, but the ability to dig deep is essential.

Problem Solver with Ownership: You measure your success by the problems you solve rather than ticket counts. You are proactive, responsible, and aim for accuracy.

Strong Communicator: Proficient in English (C1 level); Spanish is a plus.

Team Player Who Shares Knowledge: We value collaboration and sharing insights with the team.

About CloudTalk

CloudTalk is a forward-thinking global SaaS company committed to enhancing customer communication solutions. With significant investment backing and a focus on innovation, we provide our employees with ongoing professional development and a collaborative work environment.

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