JobMatch's client is the leading AI-powered Enterprise Asset Management (EAM) platform built for the modern world. Their mission is to make the lives of blue-collar workers easier worldwide by providing intuitive, mobile-first software that helps teams keep the physical world running. The company powers operational excellence for 12,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell. They’re redefining how maintenance and operations teams work—transforming maintenance from a cost center into a strategic lever for growth. The company fuses enterprise strength with consumer simplicity, empowering organizations to boost reliability, performance, and efficiency.
They are looking for a technically-minded support professional based in the Philippines who thrives on solving real problems for real users. As a Customer Service Representative at the Company, you'll be the first line of defense for our customers. Not just answering questions, but actively diagnosing issues, guiding users through software, and delivering a support experience that's fast, clear, and genuinely helpful.
What You’ll Do
Respond promptly and accurately to customer support inquiries via email, live chat, and phone.
Conduct screen share sessions to guide customers through troubleshooting steps and feature walkthroughs.
Diagnose and resolve software issues, identifying root causes and escalating complex bugs to Tier 2 with detailed documentation.
Help customers understand and make the most of specific product features, offering workaround solutions where needed.
Document and surface product feedback and recurring issues to the Product team.
Schedule meetings with sales representatives when pricing negotiation or solution consulting is required.
Build and maintain self-service resources including knowledge base articles, saved replies, and troubleshooting guides based on common issues.
Follow up on open tickets when new product releases address outstanding customer needs.
About You
3+ years of full-time experience in customer support or technical support for a software product.
Hands-on experience troubleshooting software issues, comfortable digging into a problem rather than just passing it along.
Confident conducting screen share sessions to walk customers through solutions in real time.
Excellent written and verbal communication, able to explain technical concepts clearly to non-technical users.
Strong time management, organizational skills, and ability to manage multiple priorities in a fast-paced environment.
Experience with CRM and help desk tools; Intercom and Zendesk experience is a plus.
Comfortable with basic web/app troubleshooting concepts (e.g., cache clearing, connectivity issues, permissions) and proficient in Microsoft Excel.
BSc/BEng degree or equivalent preferred; Spanish language skills are an asset.
Competitive salary
Take what you need PTO.
A Work Culture where:
+ You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
+ We believe in meritocracy, where ideas and effort are publicly celebrated.
Salary (USD)
Negotiable
Job Location
Manila, Philippines (Onsite)
Posted
May 1, 2026
Expires
May 15, 2026
Job Type
FULL-TIME
Level
Mid Level
Industry
consulting-professional-services
Work Mode
On-site
Vacancy
1
Experience
3+ years
Qualification
Bachelor
Expertise
Customer support, Technical support, Customer success
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JobMatch is a recruitment and HR consulting partner connecting talent with the right opportunities. We combine a recruitment platform with headhunting services to help businesses hire efficiently. Join us to gain hands-on experience in recruitment, work with diverse industries, and grow in a fast-paced, impact-driven environment.
Company
Hanoi, VN
