Client Intake & Ticket Triage Specialist

Outsourced Global Staff; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Outsourced Global Staff is seeking an Intake Specialist to serve as the first point of contact for clients requesting technical support. You will answer calls, triage requests, gather information, and create clear tickets for the tech team.

This role emphasizes strong communication, careful documentation, and timely updates to clients and internal teams. You’ll work in a fast-paced environment, prioritizing urgency and ensuring issues are routed to the right next steps.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and telephone skills.
• Strong attention to detail and documentation.
• Ability to ask effective follow-up questions.
• Ability to prioritize multiple incoming requests in a fast-paced environment.
• Comfort working with ticketing or service management systems.
• Basic understanding of computers, Microsoft 365, networking, phones, and common business technology.
• Ability to recognize when an issue requires escalation rather than attempting to resolve it independently.
• Strong organizational and multitasking abilities.
• Dependable attendance and punctuality.

Responsibilities

• Answer incoming client support calls promptly and professionally.
• Serve as the first point of contact for clients reporting technical problems or requesting IT assistance.
• Gather relevant contact, device, system, and issue information.
• Create accurate and detailed service tickets for phone calls, emails, portal requests, and other support communications.
• Verify the client, company, contact, agreement, affected device, and preferred callback information.
• Write a clear summary that allows another team member to quickly understand the issue.
• Document when the issue began, who is affected, error messages, recent changes, and actions already attempted.
• Complete required ticket fields before the ticket moves forward.
• Separate unrelated requests into individual tickets when necessary.
• Monitor incoming requests and triage new tickets according to established procedures.
• Review each request for completeness and obtain missing information when necessary.
• Determine impact and urgency so the appropriate priority can be established.
• Recognize the difference between routine requests and issues requiring immediate attention.
• Prepare tickets for the next stage of the service process within established service-level expectations.
• Focus on gathering facts and framing the issue clearly rather than performing extended troubleshooting.
• Recognize potentially critical or high-impact incidents and escalated immediately according to established procedures.
• Notify the appropriate service team when a request requires urgent attention.
• Clearly communicate the client impact, urgency, symptoms, and relevant details during the escalation.
• Ensure the receiving team has enough context to act without repeating the intake process.
• Continue facilitating communication when required for priority incidents.
• Ensure requests do not sit without appropriate action or communication.
• Provide clients with updates when additional information is needed or when a request has been handed off.
• Document client conversations, status changes, and relevant updates in the ticket.
• Follow up on missing information when necessary.
• Help clients understand the next step in the support process.
• Maintain clear, professional, and client-friendly written communication.
• What Success Looks Like section items...

Skills

Verbal communication

Written communication

Customer service

Attention to detail

Documentation

Questioning skills

Multitasking

Organizational skills

Tools

ConnectWise Manage

Ticketing systems

Job description

Outsourced Global Staff is seeking an Intake Specialist to serve as the first point of contact for clients requesting technical support. You will answer calls, triage requests, gather information, and create clear tickets for the tech team.

This role emphasizes strong communication, careful documentation, and timely updates to clients and internal teams. You’ll work in a fast-paced environment, prioritizing urgency and ensuring issues are routed to the right next steps.