Client Support & Operations Specialist

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 391,000 - 502,000; Full time

Job summary

Onyx CenterSource is seeking a Support Operations Specialist – Client Support in the Philippines. You will be the primary contact for clients using Onyx products, coordinating with internal teams and ensuring high client satisfaction across time zones.

Responsibilities include responding via phone, email, and ticketing systems, using Salesforce and Jira for case management and issue tracking, and collaborating with Operations Support, Product, and Finance to resolve problems and implement

Qualifications

• Excellent interpersonal and communication skills (written and verbal).
• Experience in client service, customer support, or account support (phone and/or face-to-face).
• Experience using case management or ticketing systems (Salesforce, Jira, or similar platforms).
• Technical/analytical understanding of system process flows, data flow, file specifications, and basic troubleshooting.
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.
• Strong time management and organizational skills.
• Fluent in both oral and written English.

Responsibilities

• Act as the primary contact and support for clients in their use of Onyx products and coordinate back-office activities with the appropriate internal teams.
• Respond to client queries via phone, email, and ticketing systems, ensuring timely and professional communication.
• Utilize Salesforce for case management, documentation, tracking, and reporting of client interactions.
• Use Jira to monitor, elevate, and track product or system-related defects and enhancement requests.
• Navigate and support clients across various Onyx internal systems and applications to troubleshoot and resolve issues.
• Troubleshoot application-related issues and identify system or process gaps.
• Create, document, and upgrade tickets to the appropriate stakeholders when required.
• Liaise with internal departments, including Operations Support, Product, and Finance, to resolve service problems, communicate new requirements, and assist with application use or general business inquiries.
• Escalate operational or system issues based on urgency and impact.
• Proactively identify opportunities to improve client performance and overall service experience.
• Communicate effectively with assigned client(s) on behalf of Support Operations.
• Provide quality deliverables and maintain strong client relationships.
• Ensure The Team Leader or Manager is informed of key client support activities and escalations.
• Maintain accurate documentation and provide status updates for management review.
• Ensure compliance with internal policies, SLAs, and quality standards.
• All other tasks assigned

Skills

Interpersonal skills

Communication skills

Ticketing systems experience

Time management

Multitasking

English fluency

Analytical thinking

Customer focus

Problem solving

Education

High School Diploma

Bachelor's Degree

Tools

Salesforce

Jira

CRM/ticketing systems

Job description

Onyx CenterSource is seeking a Support Operations Specialist – Client Support in the Philippines. You will be the primary contact for clients using Onyx products, coordinating with internal teams and ensuring high client satisfaction across time zones.

Responsibilities include responding via phone, email, and ticketing systems, using Salesforce and Jira for case management and issue tracking, and collaborating with Operations Support, Product, and Finance to resolve problems and implement