Enterprise Support Agent

Ideasunlimited Bpo Inc; Philippines; On-site; PHP 391,000 - 558,000; Full time

Job summary

IdeasUnlimited is seeking an Enterprise Support Agent to be the main contact for enterprise clients, handling technical and customer support, inquiries, and issue resolution. You will coordinate with internal teams to meet SLAs and maintain high satisfaction levels.

You will manage content uploads, handle sample requests, track progress, and prepare reports while performing backend/data entry tasks. Proficiency in Contentful, Google Suite, MS Office, and Excel is preferred.

Qualifications

• Strong English communication skills, both written and verbal.
• Experience in customer service, technical support, help desk, or BPO environments is an advantage.
• Ability to troubleshoot technical issues and analyze customer concerns.
• Proficiency in using CRM, ticketing systems, and Microsoft Office applications.
• Strong problem-solving, multitasking, and organizational skills.
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Serve as the primary point of contact for enterprise clients with technical and customer support.
• Resolve client inquiries and troubleshoot issues to ensure satisfaction.
• Coordinate with internal teams to escalate and resolve complex requests.
• Manage content uploads/updates, processing EVAL requests, and tracking delivery.
• Prepare weekly reports and support backend/data entry tasks.
• Utilize Contentful, Google Suite, MS Office, and Excel to manage work.

Skills

English communication

Customer service experience

Troubleshooting

Problem solving

Multitasking

Organizational skills

Ability to work in fast-paced env

Tools

CRM systems

Ticketing systems

Microsoft Office

Contentful

Google Suite

Excel

Job description

IdeasUnlimited is looking for a dedicated Enterprise Support Agent that will serve as the primary point of contact for enterprise clients, providing technical and customer support services. The role involves resolving client inquiries, troubleshooting issues, coordinating with internal teams, and ensuring a high level of customer satisfaction while maintaining service-level agreements (SLAs).

Key Responsibilities:

• Manage product content uploads and updates
• Handle sample (EVAL) requests and coordination
• Track requests and ensure timely delivery
• Prepare weekly reports
• Support backend/data entry tasks
• Software to know: Contentful (or similar), Google Suite, MS Office, Excel

Qualifications:

• Strong English communication skills, both written and verbal.
• Experience in customer service, technical support, help desk, or BPO environments is an advantage.
• Ability to troubleshoot technical issues and analyze customer concerns.Proficiency in using CRM, ticketing systems, and Microsoft Office applications.
• Strong problem-solving, multitasking, and organizational skills.
• Ability to work in a fast-paced, customer-focused environment.

Important:

• We are a US-based professional company, and you will be requested to go through our recruitment process, undergo a background check, and sign an Agreement as well as an NDA if hired.
• The entire recruitment and selection process is done via Microsoft Teams and takes around an hour or so (depending on how fast you complete it).
• If hired, we will be using monitoring software to check your daily work efficiency and productivity.