Customer Support Specialist: Chat & Ticketing

Relia Sourcing; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Relia Sourcing is seeking a Customer Support Representative in the Philippines to handle inquiries via chat and a ticketing system. The role requires clear written communication, attention to detail, and efficient issue resolution to maintain high customer satisfaction.

You will manage and resolve concerns through chat and ticketing tools, create and track tickets per SLA, and escalate complex issues when needed. Some voice support may be required.

Qualifications

• At least 1 year of experience in customer support or technical support.
• Hands-on experience using ticketing systems (e.g., Zendesk, Freshdesk, Jira, ServiceNow).
• Experience supporting US-based or international clients is an advantage.
• Strong written English communication skills.
• Basic verbal communication skills for limited voice support.

Responsibilities

• Manage and resolve customer concerns via chat and ticketing tools
• Create, update, and track support tickets following SLA guidelines
• Provide accurate and timely solutions based on company policies and procedures
• Escalate complex issues to the appropriate teams when necessary
• Maintain clear and professional written communication with customers
• Document interactions, resolutions, and follow-ups in the ticketing system
• Handle occasional voice support as required

Skills

Ticketing systems

Written English communication

Customer support

Voice support

US/International clients

Tools

Zendesk

Freshdesk

Jira

ServiceNow

Job description

Relia Sourcing is seeking a Customer Support Representative in the Philippines to handle inquiries via chat and a ticketing system. The role requires clear written communication, attention to detail, and efficient issue resolution to maintain high customer satisfaction.

You will manage and resolve concerns through chat and ticketing tools, create and track tickets per SLA, and escalate complex issues when needed. Some voice support may be required.