24/7 Client Services Agent — Calm Troubleshooter

Hammerjack; Makati; Hybrid; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Hybrid work options across Makati and

Health coverage with dependents

Meals on site

Barista coffee on demand

Training and career growth

Global client exposure

Job summary

Hammerjack in the Philippines is looking for a Client Services Agent to be the calm voice on calls during evening and weekend operations, providing first‑line troubleshooting and clear ticket records in Zendesk.

Initially onsite during probation, the role shifts to hybrid work across Makati and Pampanga, supporting Australian clients with 24/7/365 venue coverage, continual learning, and real opportunities to grow within the company.

Qualifications

• Calm and confident on support calls, especially under pressure.
• Good judgement on when to resolve issues independently.
• Strong technical literacy with PCs, networks, and software.
• Clear, structured note-taking for tickets and handovers.
• Excellent verbal communication with diverse audiences.
• Attention to detail and ability to prioritise calls.
• Willingness for after-hours and weekend shifts.
• Remote setup ready with quiet, private space for calls.
• Zendesk or similar helpdesk experience valued.
• Exposure to VR hardware and venue networks desirable.

Responsibilities

• Answer calls promptly as first point of contact and escalate when needed.
• Troubleshoot common venue issues with PCs, networks, and software.
• Record case notes clearly for teammates and developers.
• Log, categorize, and update Zendesk tickets.
• Contribute to knowledge base and update documentation.
• Explain solutions clearly to staff with varying tech skills.
• Identify recurring issues and suggest preventive improvements.
• Support the team with ad-hoc tasks from the Team Lead.

Skills

Calm under pressure

Clear communication

Technical literacy

Note-taking

Attention to detail

After-hours availability

Remote setup ready

Zendesk experience

Team collaboration

French knowledge

Tools

Zendesk

Cisco Meraki

Windows OS

VR headsets

Networking

ITIL Foundation

CompTIA A+ / Network+

Job description

Hammerjack in the Philippines is looking for a Client Services Agent to be the calm voice on calls during evening and weekend operations, providing first‑line troubleshooting and clear ticket records in Zendesk.

Initially onsite during probation, the role shifts to hybrid work across Makati and Pampanga, supporting Australian clients with 24/7/365 venue coverage, continual learning, and real opportunities to grow within the company.