Technical Customer Success Specialist

Job Role Summary/Overview

Join our clients team and become the trusted partner who guides trial users, supports active customers, and champions their voice across the company. If youre tech-savvy, calm under pressure, and energized by problem-solving, this role is your opportunity to make a measurable impact every day. Step into a position where your communication skills, curiosity, and ownership mindset drive real customer satisfaction and retention.

Job Highlights

• Monthly Rate: Approximately PHP 50,000
• Paid Hours per Week: 40
• Schedule: Monday to Friday, 8:00 AM - 5:00 PM | Miami, FL, Eastern time
• Work Arrangement: Work from home
• Contract: Independent Contractor

Side note: Since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Responsibilities

Trial customer follow-up:

• Contact new trial users via phone, email, or chat to confirm successful setup and first-time playback.
• Identify inactive trials and re-engage them with assistance, playlist suggestions, or setup support.
• Record feedback to improve trial conversion and user experience.

Customer monitoring and retention:

• Review reports to identify offline players or inactive paid accounts.
• Contact customers via calls or emails to resolve connectivity or operational issues and bring them back online.
• Track all communication and resolution steps in the CRM system.

Post-sale engagement:

• Check in periodically with existing customers to ensure satisfaction and system stability.
• Escalate recurring technical issues to the engineering or product teams for resolution.
• Follow up after support tickets to confirm the issue was resolved successfully.

Upselling and feature education:

• Identify opportunities to introduce features such as audio messaging, Music+ Management, or dedicated player boxes when beneficial for the customer.
• Explain how these add-ons can enhance reliability, customization, and brand experience.

Customer advocacy:

• Serve as the voice of the customer within the company by relaying feedback, pain points, and suggestions to improve products and services.

Requirements

The ideal candidate should have strong general knowledge and hands-on experience with the following platforms. Prior experience with company software is not required, but the candidate must be comfortable assisting customers and navigating these environments efficiently:

• iOS devices: able to guide customers through basic app navigation, settings, and connectivity troubleshooting on iPhones and iPads.
• Windows and Mac computers: capable of helping customers identify and resolve issues such as app installation errors, login problems, or network/firewall restrictions that may affect performance.
• Android devices: experienced in navigating Android interfaces, including Android-based media players and mobile apps.
• Microsoft Excel: proficient with reporting, formulas, and data analysis tools such as VLOOKUP, IF, and Pivot Tables.
• Microsoft Word: skilled in documentation, writing professional communication, and updating internal procedures.
• CRM systems: experience preferred; knowledge of Close CRM is a plus.
• Slack: comfortable communicating with internal teams for updates and escalations.
• Notion: used for tracking procedures, checklists, and internal documentation.
• Google Drive (desktop app): must have the Drive desktop version installed (not web-only) for efficient file access and sharing.

If not familiar with Close CRM, Slack, or Notion, the candidate must be an eager self-learner who dedicates time for self-training after the initial onboarding provided by the company

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Reminder:

• Kindly apply directly to the link provided; you will be redirected to BruntWork’s Career Site. Complete the initial requirements, including the voice recording, prescreening assessment, and technical check of your computer/device.

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