Business Process Support Specialist

CohnReznick Philippines, Inc.; Muntinlupa; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

CohnReznick Philippines, Inc. in Manila is seeking a Business Process Support Specialist to provide internal customer support during the Client Intake process and help manage tickets, guidance, and training.

This hybrid role focuses on accuracy, documentation, and cross-functional collaboration. The ideal candidate has 2+ years in customer support or shared services, strong English communication, and experience with Zendesk, ServiceNow, or Jira Service Management, across globally distributed

Qualifications

• 2+ years of experience in customer support, helpdesk, operations support, or shared services roles.
• Strong written and verbal English communication skills.
• Experience working with ticketing systems and internal support tools.
• Ability to explain complex processes in a clear, user-friendly manner.
• Strong attention to detail and process adherence.
• Comfortable supporting users across different time zones and cultures.

Responsibilities

• Intake, monitor, and respond to support tickets related to the Client Intake process.
• Categorize, prioritize, and triage tickets based on urgency and impact.
• Resolve issues within defined SLAs or elevate to the appropriate internal teams when required.
• Maintain clear, professional, and timely written communication with internal users.
• Identify recurring issues and document trends for process improvement.
• Provide live support via chat, phone, or video for intake-related inquiries.
• Assist users in real time to prevent intake delays or submission errors.
• Troubleshoot system, process, or user errors with confidence and clarity.
• Deliver step-by-step walkthroughs for complex or high-impact intake scenarios.
• Proactively guide users through required fields, validations, and best practices.
• Adjust support approach based on user experience level and intake complexity.
• Create, update, and maintain intake documentation, including FAQs, job aids, and SOPs.
• Ensure documentation is easy to understand, accurate, and aligned with current processes.
• Partner with intake and operations teams to keep knowledge content current.
• Conduct short training sessions for internal teams on intake processes and updates.
• Prepare training materials such as slides, demos, and quick-reference guides.
• Reinforce best practices and reduce repeat intake errors through education.
• Support onboarding for new hires who will use the Client Intake process.
• Deliver intake process overviews and hands-on support during onboarding.
• Serve as a go-to resource during early adoption and learning phases.
• Support daily helpdesk operations, including queue management and SLA tracking.
• Maintain ticket quality standards (accurate tagging, notes, and resolution summaries).
• Contribute ideas to improve workflows, reduce intake friction, and increase self-service.

Skills

Customer service

Communication

Time management

Cross-cultural communication

Problem-solving

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

As CohnReznick grows, so do our career opportunities. As one of the nation’s top professional services firms, CohnReznick creates rewarding careers in advisory, assurance, and tax with team members who value innovation and collaboration in everything they do!

We currently have an exciting career opportunity for a Business Process Support Specialist to join the team in our Manila office.

CohnReznick is a hybrid firm and most of our professionals are located within a commutable distance to one of our offices. This position is considered hybrid which means team members are expected to be thoughtful and intentional in how they create opportunities for in-person collaboration.

WHY COHNREZNICK?

At CohnReznick, we’re united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it’s working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your “why” at the firm.

We believe it’s important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer.

YOUR ROLE.

The Business Process Support Specialistprovides internal customer support to employees during the Client Intake process. This role serves as the first point of contact for intake-related questions, issues, and guidance, ensuring timely, accurate, and high-quality support through ticketing systems, live assistance, walkthroughs, and training.

The role also contributes to documentation, onboarding, and helpdesk operations to continuously improve the intake experience. This position is ideal for a detail-oriented, service-driven professional based in the Philippines who thrives in a process-focused, global support environment.

Key Responsibilities

• Intake, monitor, and respond to support tickets related to the Client Intake process.
• Categorize, prioritize, and triage tickets based on urgency and impact.
• Resolve issues within defined SLAs or elevate to the appropriate internal teams when required.
• Maintain clear, professional, and timely written communication with internal users.
• Identify recurring issues and document trends for process improvement.

Live Support & Real-Time Assistance

• Provide live support via chat, phone, or video for intake-related inquiries.
• Assist users in real time to prevent intake delays or submission errors.
• Troubleshoot system, process, or user errors with confidence and clarity.

Guided Walkthroughs

• Deliver step-by-step walkthroughs for complex or high-impact intake scenarios.
• Proactively guide users through required fields, validations, and best practices.
• Adjust support approach based on user experience level and intake complexity.

Documentation & Knowledge Base

• Create, update, and maintain intake documentation, including FAQs, job aids, and SOPs.
• Ensure documentation is easy to understand, accurate, and aligned with current processes.
• Partner with intake and operations teams to keep knowledge content current.

Small Team Trainings

• Conduct short training sessions for internal teams on intake processes and updates.
• Prepare training materials such as slides, demos, and quick-reference guides.
• Reinforce best practices and reduce repeat intake errors through education.
• Support onboarding for new hires who will use the Client Intake process.
• Deliver intake process overviews and hands-on support during onboarding.
• Serve as a go-to resource during early adoption and learning phases.

Helpdesk Operations & Continuous Improvement

• Support daily helpdesk operations, including queue management and SLA tracking.
• Maintain ticket quality standards (accurate tagging, notes, and resolution summaries).
• Contribute ideas to improve workflows, reduce intake friction, and increase self-service.

Qualifications

• 2+ years of experience in customer support, helpdesk, operations support, or shared services roles.
• Strong written and verbal English communication skills.
• Experience working with ticketing systems and internal support tools.
• Ability to explain complex processes in a clear, user-friendly manner.
• Strong attention to detail and process adherence.
• Comfortable supporting users across different time zones and cultures.

Preferred Qualifications

• Experience supporting global or US-based teams.
• Familiarity with intake, onboarding, or workflow-driven operational processes.
• Experience with tools such as Zendesk, ServiceNow, Jira Service Management, or similar platforms.
• Background in documentation, training, or knowledge management.
• Experience in BPO, shared services, or center-of-excellence environments.

Core Competencies

• Internal customer service excellence
• Problem-solving and critical thinking
• Process and documentation discipline
• Time management and prioritization
• Collaboration with cross-functional global teams
• Adaptability in a fast-paced, evolving environment

Performance Indicators

• Ticket response and resolution time
• SLA adherence
• Reduction in repeat intake issues
• Documentation usage and effectiveness
• Training feedback and new-hire readiness

Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [e-mail] Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.