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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