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Customer Support Agent (Work From Home)

RemotePhilippines only
Published
Role
Support
Experience
Mid
Employment
Full-time
Salary not disclosed
Check eligibility

Open to PH only. Set where you work from to check your eligibility.

No BS summary

Customer support/chat support agent in the Philippines with 3+ years in Customer Success, IT chat support, or similar. Needs strong English, troubleshooting, customer service, ticketing/software comfort; mortgage broking, banking, finance, or BPO experience is preferred. Full-time WFH, Monday–Friday rotating shifts starting 6AM–8AM PH.

Core skills

Intercom

Required skills

Jira

Optional skills

Zendesk

Required languages

English Excellent written and verbal communication skills; required

What you'll do

  • Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software.
  • Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc.
  • Providing a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately, investigating and solving more complex requests, or logging a bug report in JIRA for the development team to address.
  • Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app.
  • Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions.
  • Actioning subscription changes such as upgrades, downgrades, or cancellations.
  • Helping to keep the documentation updated as features change and evolve.

What they require

  • Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required.
  • Candidates with experience in the mortgage broking industry are also highly desirable, even if not specifically in a Customer Success role.
  • Strong customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience.
  • Experience working in the broking, banking, and finance industries is highly preferred.
  • The BPO industry will also be considered if the accounts handled are same as those in the mentioned industries.
  • A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous.
  • Proficiency in the use of other ticketing systems will also be considered.
  • Excellent attention to detail and comfort with spreadsheets and data.
  • Strong written and verbal communication.
  • Troubleshooting and problem-solving.
  • Ability to be proactive.
  • “Can-Do" attitude.
  • Excellent English communication skills, both written and verbal.
  • Preferred: Experience with technical support or training is useful but not essential.
  • Preferred: Experience with loan processing or finance is useful but not essential.
  • Work Schedule: Monday – Friday, Rotating shifts that start from 6AM – 8AM PH with a requirement of 8 hours of work, exclusive of lunch break.

Benefits

  • Career growth.
  • Skills improvement.
  • Home-based work set up to attain work-life-balance.
  • A chance to work with a project that is unique and first in the market.

Australian-based company that has built workflow and automation software for mortgage brokers.

Fintech
Salary not disclosed