Customer Support Agent | Service Desk | Hybrid

We are looking for experienced B2B Technical Support Specialists to join our client's global Customer Support Centre (CSC) in Manila, supporting enterprise, corporate, and government customers resolving mission-critical tickets. This role is ideal for technically minded support professionals who thrive in fast-paced, API‑driven, integration‑heavy environments and enjoy solving complex problems at scale.

Your ability to analyse logs, reproduce issues, and clearly communicate technical findings to both technical and non‑technical stakeholders will be critical to success.

This role requires strong attention to detail, structured problem‑solving, and the confidence to independently resolve issues related to core product functionality, known limitations, and common implementation patterns. You will also be responsible for identifying potential defects, documenting technical findings, and escalating complex cases using well‑defined support and incident‑management processes.

QUALIFICATIONS:

KILLS & EXPERIENCE TO SUCCEED:

• At least 4 years software support, customer service and/or transferable experience
• Experience in B2B Customer Support will be prioritized (essential)
• Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
• Strong technical acumen with the ability to pick up new software skills with ease
• Strong interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication throughout the team or functional area
• Experience in a customer service role in a SaaS environment. Customer base is enterprise, corporate and government.
• Ability to multitask and prioritize in a fast-paced environment
• Familiarity with ticketing systems such as Zendesk or Salesforce and support tools
• Strong attention to detail and problem-solving abilities
• Understanding of Networking backend and experience working with APIs and SMPP protocols (recommended but not required)

KEY RESPONSIBILITIES:

This includes but is not limited to:

• Receive inbound support cases via email, telephone and chat
• Create, track, and update support tickets using software tools
• Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit
• Provide clear and accurate communication with customers through various channels
• Perform basic troubleshooting and evaluation activities as required to address and route support cases to appropriate teams as required
• Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness
• Perform initial research, internal consultation and collaboration regarding product functionality relevant to support cases
• Escalate cases that required administration or product configuration tasks when appropriate as part of support case resolution
• Communicate, collaborate with internal teams on partner and other third-party vendors escalations as required to address support cases
• Be able to independently address support cases regarding core functionalities, common “how to” questions and known issues related to the assigned product(s) and area(s) of responsibility
• Remain up-to-date with the client’s latest product releases
• Demonstrate an ongoing commitment to increasing knowledge of the client’s products in the assigned and related area(s) of responsibility
• Identify cases which must be transferred or escalated to another internal group such as Support, Customer Success Managers, Senior/T2 Support or Customer Support leadership
• Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
• Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit