Global Support Specialist — Night Shift

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Trax Inc. is seeking a customer support analyst to provide first level assistance to customers and carriers via email, ticket, or phone, perform initial issue analysis, and route complex requests to the appropriate teams.

You will work night shifts (9:00 PM–6:00 AM PH time) in the Philippines, with a focus on fast resolution, documentation, and continuous improvement, using MS Office and Jira as a plus.

Qualifications

• 1–2 years work experience in a similar role.
• Excellent analytical, interpersonal and communication skills.
• Proficient in MS Office; advanced Excel and PowerPoint; Jira knowledge a plus.
• Able to articulate responses to callers clearly and concisely.
• Willing to work day or mid shift; night shift (9:00 PM–6:00 AM PH time) required.
• Collaborative team player with fast learning and minimal supervision.

Responsibilities

• Provide first level contact to customer and carrier via email, ticket, or phone.
• Perform first level analysis of issue and determine resolution scope within Global Support.
• Process requests or resolutions within Global Support Services scope.
• Triage tickets to functional team owner and monitor progress to SLA closure.
• Manage tickets through Help Center and follow up on aging tickets.
• Document workflows and Help Desk operating procedures.
• Create manual customer and LSP reports as required.
• Perform prepayment processing on selected customers.
• Act as advocate for continuous improvement, identifying opportunities and efficiencies.

Skills

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor's degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or related fields

Tools

Jira

Job description

Trax Inc. is seeking a customer support analyst to provide first level assistance to customers and carriers via email, ticket, or phone, perform initial issue analysis, and route complex requests to the appropriate teams.

You will work night shifts (9:00 PM–6:00 AM PH time) in the Philippines, with a focus on fast resolution, documentation, and continuous improvement, using MS Office and Jira as a plus.