Customer Support Intermediate Associate - ORT

Cloudstaff Philippines Inc.; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Flexible leave

Mid-Year parties

Career growth

Company PC

Fiber internet

Free coffee & meals

VIP lounge

Game rooms

Referral bonuses

Wellness program

Job summary

Cloudstaff Philippines Inc. in Ortigas is seeking a Customer Support Associate to assist customers with domains, billing, and account questions, delivering an exceptional experience.

You will join a 24/7 global team, handle email and live chat, mentor new hires during training weeks, and coordinate with Product Solutions to resolve issues while meeting quality and productivity KPIs. This work‑from‑office role offers a fast‑paced, collaborative environment with growth opportunities and engagement

Qualifications

• 3–4 years of customer support experience with exposure to Tier 2 escalations.
• Ability to follow processes and meet KPIs.
• Strong written communication and fast typing.
• Reading comprehension to understand customers' situations.

Responsibilities

• Respond to customer email requests and live chats promptly.
• Troubleshoot issues with accounts, billing, or transactions.
• Meet quality and productivity targets for email and chat.
• Stay updated on product features and improvements.
• Identify system issues and communicate with Product Solutions.
• Mentor new hires during training weeks.
• Participate in Slack activities and assist teammates as needed.
• Flexibility to adjust shifts for mentoring weeks.

Skills

Customer support

Troubleshooting

Email & Live Chat

Written communication

Reading comprehension

Time management

Job description

Job Description

This is a Work From Office role based in Ortigas.

Job Description

Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with over 300 people globally.
The Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with domains, billing or their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience, not only solving problems for our users, but being a positive advocate of our brand.

Responsibilities

• Respond to customer-submitted email requests and live chats in a timely manner
  • Queue-based work will account for approximately 90% of the role
• Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
• Achieve set targets across Quality and Productivity in both email and live-chat
• Stay up to date on new product feature releases and improvements
• Identify and communicate system issues to our Product Solutions team
• Identify non-standard customer experiences and elevate issues, as appropriate
• New Hire Mentoring required
  • Must commit to being a CO-Learning mentor
    • Scheduled hours and work days will need to be flexible to adjust to training needs during mentor weeks
    • Coach multiple new hires working their first cases, providing guidance and direction
    • Provide feedback to the learning partners and management on the new employees strengths and any areas for improvement
  • Agreement to alter shift as needed to attend new hire Mentoring weeks
• Slack Presence
  • When On Queue, Associates should monitor and assist with questions in the CO-Associates-Global Slack channel
  • Strong participation in team room culture and discussions
• Shadowing
  • Available to shadow and be shadowed in the queue as needed, to help support fellow Associates working to improve their performance
• Advisor Queue Support
  • Available as requested to work in the Advisor queue. This involves closing out resolved issues, merging duplicate contacts, transferring misrouted cases, and answering
    questions on topics they have been trained on
• Team Presentations

Qualifications and Requirements

• 3-4 years of Customer Support experience with 1+ years troubleshooting Tier 2 Technical Escalations
• Keen ability to follow processes and workflows and hit performance KPIs
• Written communication skills with accurate grammar and spelling; fast typist
• Reading comprehension skills with the ability to understand the customers situation
• Customer support experience via email and Live Chat
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on endgoals.
• Capability of prioritizing competing requests.

Perks and Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc