Tier 1 Support Representative | Permanent WFH | Day Shift | Day 1 HMO

Resolve Product Challenges That Keep Businesses Moving

The Tier 1 Support Representative helps customers succeed with trusted field operations technology that simplifies inspections and strengthens compliance. This role supports global users through responsive service, product guidance, and issue resolution while building a long-term Emapta career with premium benefits, global exposure, and growth built for top talent.

Job Overview

Work setup: Permanent work from home

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Prime office location in Makati with easy access to MRT stations, restaurants, and banks
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• BA/BS degree or equivalent is not required but is a plus
• At least 1 to 3 years of customer support experience or other relevant experience
• Excellent verbal, written, listening, teaching, and presentation skills
• Experience using iPads, tablets, smartphones, and device applications is a plus
• Strong aptitude for problem solving
• Proficiency in using software programs or ability to learn them quickly
• Articulate, concise, and customer-focused communication style
• Strong care for people, their feelings, motivators, and unique situations
• Ability to work with speed and accuracy
• Enthusiastic, optimistic, and solution-focused mindset
• Detail-oriented approach with strong follow-through
• Ability to work effectively within a team and independently
• Enjoyment in teaching others new concepts
• Ability to ask clear questions and identify the root cause of customer concerns
• Ability to support upset customers calmly and turn issues into relationship-building experiences
• Comfort with customer phone calls and teammate conversations throughout the day
• Strong on-the-spot problem-solving skills with humility to seek answers when needed
• Comfort using technology
• Patient, kind, and honest approach with others
• Strong follow-through on promises
• Belief in treating people with intrinsic worth and dignity
• Commitment to using words that build others up
• Clear communication style and respect for team interdependence
• Belief in shared success through everyone's contribution
• Ability to thrive in a fast-paced environment and adapt to new ways of working
• Eagerness to learn, try new things, and improve from mistakes
• Strong appreciation for efficiency and process improvement
• Understanding of outcome measurement and data-driven decisions

• Respond to, manage, and resolve Zendesk support tickets and emails
• Respond to, manage, and resolve support line phone calls and other customer support calls
• Teach customers how to use TopCo products, including SiteDocs, GoCanvas, and Device Magic
• Help customers achieve ongoing product success
• Address customer product issues and find effective solutions
• Collect customer product feedback and document it in Trello
• Track activities and conversations accurately and efficiently in CRM
• Provide assistance and support to other CE Team members when needed
• Deliver timely and successful solutions according to customer needs
• Build forms and ensure form-building due dates are met
• Identify, recommend, and execute upsells, professional services, and tier increases when applicable
• Ensure customers have a strong experience to increase renewal potential
• Suggest improvements to the Help Centre, Walk-Through Guides, processes, procedures, checklists, and documentation
• Execute special projects assigned by Leadership
• Contribute to team building and continuous improvement
• Attend regular meetings and other meetings as requested
• Assist the Sr. Support Specialist Team as necessary

About the Client

With Device Magic and SiteDocs, they offer a stronger suite of solutions built around empathy, impact, authenticity, customer obsession, teamwork, and practical technology.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!