Customer Support Specialist — Tech Help & Zendesk (PT)

HireBooth; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

HireBooth in Makati, Philippines is seeking a Customer Support Representative with 2+ years of experience in multi-channel customer service. You will handle inquiries by phone, email, and ticketing systems, troubleshoot effectively, and maintain expert product knowledge to resolve issues promptly.

The role requires strong English communication and reliable fiber internet. On-site position with 7:00 AM–4:00 PM or 8:00 AM–5:00 PM Pacific Time shifts; equipment provided; growth opportunities within

Qualifications

• Minimum of 2 years of customer support or customer service experience.
• Experience handling interactions and issue resolution through phone calls.
• Strong troubleshooting and problem-solving experience with the ability to diagnose issues and provide effective resolutions.
• Excellent verbal and written English communication skills.
• Ability to manage multiple customer inquiries while maintaining high service standards.
• Proficiency with Microsoft Office Suite.
• Must have Fiber Optic internet with at least 25 Mbps bandwidth.
• Must have a backup desktop or laptop with the latest operating system.
• Must be able to work from 7:00 AM – 4:00 PM or 8:00 AM – 5:00 PM Pacific Time.

Responsibilities

• Handle inbound customer inquiries via all supported channels, including phone, email, and ticketing systems, while adhering to defined processes for managing the ticket lifecycle.
• Provide professional, empathetic customer interactions through phone calls, ensuring a positive customer experience and effective issue resolution.
• Troubleshoot customer issues by identifying root causes, analyzing available information, and providing effective solutions or workarounds.
• Manage ticket workload through effective prioritization and escalation (as necessary) to meet or exceed customer expectations.
• Collaborate with customers to ensure that solutions are acceptable and resolved in a timely manner.
• Ensure each customer support experience is empathetic and of the highest possible quality; go above and beyond for customers at every opportunity.
• Develop and maintain expert knowledge of all products and services, including known limitations and workarounds, which can be effectively utilized to resolve reported problems.
• Utilize customer support platforms and ticketing systems, including Zendesk (preferred), to document, track, and resolve customer inquiries.
• Must meet or exceed individual performance targets focused on providing superior customer support.
• Actively participate in company and department meetings and adhere to company policies.

Skills

Customer support

English proficiency

Troubleshooting

Multichannel support

Education

Associate Degree

Tools

Zendesk

Job description

HireBooth in Makati, Philippines is seeking a Customer Support Representative with 2+ years of experience in multi-channel customer service. You will handle inquiries by phone, email, and ticketing systems, troubleshoot effectively, and maintain expert product knowledge to resolve issues promptly.

The role requires strong English communication and reliable fiber internet. On-site position with 7:00 AM–4:00 PM or 8:00 AM–5:00 PM Pacific Time shifts; equipment provided; growth opportunities within