Customer Support Associate II - Troubleshooter (Ortigas)
Cloudstaff Philippines Inc.
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Benefits offered by this job
Job summary
Cloudstaff Philippines Inc. is seeking a Customer Support Intermediate Associate to join our Ortigas office. You will handle email and live chat inquiries, resolve account and billing issues, and ensure an excellent customer experience through collaboration with Product and Support teams.
You’ll work with a 24/7 global team, support customers across domains, and mentor new hires during onboarding while adapting to scheduling needs.
Qualifications
- 3-4 years of Customer Support experience with 1+ years troubleshooting Tier 2 Technical Escalations.
- Ability to follow processes and hit performance KPIs.
- Strong written communication with accurate grammar and spelling.
- Experience with email and live chat support.
- Ability to prioritize competing requests.
Responsibilities
- Respond to customer emails and live chats promptly.
- Troubleshoot and guide customers on Account, Billing, or transactional inquiries.
- Meet quality and productivity targets across channels.
- Stay updated on product releases and improvements.
- Identify system issues and escalate to Product Solutions.
- Mentor new hires during training periods.
- Participate actively in team Slack discussions and shadowing.
Skills
Tools
Job description
Cloudstaff Philippines Inc. is seeking a Customer Support Intermediate Associate to join our Ortigas office. You will handle email and live chat inquiries, resolve account and billing issues, and ensure an excellent customer experience through collaboration with Product and Support teams.
You’ll work with a 24/7 global team, support customers across domains, and mentor new hires during onboarding while adapting to scheduling needs.
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