Customer Experience Specialist — First-Contact Support

Edusuite, Inc.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Edusuite, Inc. is seeking a Customer Experience Associate to be the frontline for end-user support, ensuring timely, accurate, and professional assistance across multiple channels. You will troubleshoot common issues, verify information, and coordinate with teams to deliver prompt resolutions.

Ideal candidates have 0–3 years in CX or related fields, strong communication, and a proactive approach to improving support processes. On-call readiness is expected as part of the role.

Qualifications

• 0–3 years experience in Customer Experience, Technical Support, or Client Services or similar role.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• High attention to accuracy and quality in all tasks.
• Solid grasp of incident management processes in IT or software support.
• Strong people skills to manage expectations and address user concerns calmly.
• Willingness to participate in on-call rotations, including outside working hours.

Responsibilities

• Serve as the first point of contact for end-users across multiple support channels (School Chat Spaces, phone, email, Helpdesk).
• Troubleshoot and resolve common issues independently to ensure a smooth user experience.
• Verify information, escalate complex concerns, and coordinate with other teams for timely solutions.
• Contribute to improving support processes by identifying inefficiencies and suggesting enhancements.
• Assist in projects and initiatives assigned by the Customer Experience Manager/Lead.
• Maintain accurate and organized records of interactions, resolutions, and follow-ups.
• Participate in training and knowledge-sharing to stay updated on product features and best practices.

Skills

Customer Support

Communication

Problem-Solving

Attention to Detail

Interpersonal Skills

Adaptability

On-Call Readiness

Job description

Edusuite, Inc. is seeking a Customer Experience Associate to be the frontline for end-user support, ensuring timely, accurate, and professional assistance across multiple channels. You will troubleshoot common issues, verify information, and coordinate with teams to deliver prompt resolutions.

Ideal candidates have 0–3 years in CX or related fields, strong communication, and a proactive approach to improving support processes. On-call readiness is expected as part of the role.