Frontline Support Dispatcher (SaaS Technical Support)

ProSource; Makati; A distancia; PHP 300.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HMO Day 1 for you & dependents

Remote work setup with all tools

Descripción de la vacante

ProSource is seeking a proactive Frontline Support Dispatcher to manage first responses, triage issues, and hand off to specialized teams. You will document conversations thoroughly and maintain ticketing hygiene while handling multiple chats remotely.

The ideal candidate has 2+ years in live chat or ticketing, strong written English, and hands-on experience with Intercom or Zendesk. This full-time remote role offers day-one HMO and a comprehensive perks package.

Formación

• 2+ years of customer support in live chat or ticketing (SaaS preferred).
• Clear, concise, professional written English.
• Hands-on experience with Intercom or Zendesk or similar platform.
• Troubleshooting instincts and ability to follow documented processes.

Responsabilidades

• Provide first responses to customer inquiries within 15 minutes during staffed hours.
• Resolve how-to, navigation, and configuration issues from KB in chat.
• Triage and assign unresolved issues to the right agent or inbox on first handoff.
• Handoffs with complete write-ups to prevent customers from repeating themselves.
• Gather diagnostics data (account, user, product, steps to reproduce, screenshots).
• Flag questions Tower should answer the same day.
• Maintain Intercom hygiene by tagging, categorizing, and documenting conversations.
• Handle multiple chats concurrently without dropping quality.

Conocimientos

Customer support experience

Written English

Troubleshooting

Remote work processes

Herramientas

Intercom

Zendesk

Descripción del empleo

At ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment.

Role Overview:

We are looking for a proactive Frontline Support Dispatcher to manage first responses to customer inquiries, resolve common issues, and ensure proper triage and handoffs to the appropriate teams. The ideal candidate has strong written communication and troubleshooting skills, experience with live chat or ticketing platforms, and the ability to manage multiple conversations while maintaining excellent customer service and accurate documentation.

Key Responsibilities:

• First response - you give the first human response on every Tower handoff during staffed hours, within 15 minutes.
• Quick wins - you resolve how-to, navigation, configuration, and anything the KB covers in the chat.
• Triage - you categorize, prioritize, and assign every Tower handoff you don't resolve, so it reaches the right dedicated agent or inbox on the first assignment.
• Handoffs - you send anything longer to one dedicated agent with a complete write-up, so the customer never repeats themselves.
• Diagnostics - before handoff, you gather account, user, product, device or platform, steps to reproduce, and screenshots or screen recordings.
• Tower misses - you flag questions Tower should have answered the same day.
• Intercom hygiene - you tag, categorize, and document every conversation to Pilotbase standards.
• Concurrency - you handle multiple chats at once without dropping quality.

Qualifications:

• 2+ years of customer support in live chat or ticketing (SaaS preferred)
• Clear, concise, professional written English
• Hands-on experience with Intercom, Zendesk, or a similar platform
• Troubleshooting instincts - the right question, asked the first time
• Comfortable working from documented processes, with judgment on when to upscale

Schedule:

• Monday to Friday, 8pm to 5am PHT

Work Set-up:

• Remote

What's in it for you?

• HMO coverage for you and your dependents on Day 1
• Enjoy a full time remote work setup with all the tools you need
• Full-time role with excellent perks and benefits