Graduate Technical Support Agent

Silverstreet (M) Sdn Bhd; Makati; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Flexible hybrid working

Pay-for-performance

Competitive salary

Job summary

Soprano Design Pty Ltd invites recent graduates to join the Graduate Support Agent program. You will deliver first-line technical and product support to customers across email, phone, chat and video, while gaining exposure to SaaS platforms and cloud technologies.

Through structured training and mentoring, you’ll learn incident handling, ticket management, and collaboration with Product, Engineering, and Operations teams.

Qualifications

• Recent graduate in Information Technology, Information Systems, Engineer or a related technical field.
• Strong interest in technical support, IT operations or Service Desk careers.
• Understanding of SaaS applications and cloud technologies.
• Basic understanding of APIs, web technologies or software troubleshooting.
• Excellent verbal and written communication skills with clear problem-solving ability.
• Fluent in English both verbal and written.
• Willingness to learn and work in a global, hybrid environment.
• Previous help desk or customer service experience is advantageous.

Responsibilities

• Provide first-line technical and product support to customers via email, phone, chat and video.
• Log, manage, and track support tickets using Zendesk.
• Investigate and triage customer-reported issues and assist with incident handling.
• Collaborate with global teams to resolve customer issues.
• Contribute to knowledge base articles and training materials.

Skills

Communication skills

English fluency

Analytical mindset

Team collaboration

Willingness to learn

Education

Recent graduate in Information Technology / Information Systems / Engineering

Tools

Zendesk

Job description

Are you a recent IT, Information Systems, or Engineering graduate looking to launch your career in technical support?

At Soprano, we believe great Service Desk professionals start with curiosity, problem-solving skills, and a passion for helping customers. As Graduate Support Agent, you'll join our global Customer Support Centre and work alongside experienced technical specialists supporting enterprise customers across our market-leading communications platform.

This role is designed as a career development opportunity for graduates and early-career professionals who want hands‑on exposure to SaaS technologies, customer support operations, troubleshooting, ticket management, incident handling, and cloud-based communication platforms.

Through structured training, mentoring, and real-world technical support experience, you'll develop the skills required to progress into a technical support position.

What you'll do:

Provide first-line technical and product support to customers through email, phone, chat and video

Log, manage, and track support tickets using industry-standard support tools (Zendesk)

Investigate and triage customer-reported technical and product issues

Troubleshoot platform, configuration, and user-related issues while following established support processes

Escalate complex technical issues to senior support engineers and specialist teams when required

Communicate clearly and professionally with customers throughout the support lifecycle

Learn and support SaaS-based communication products, messaging technologies, and customer solutions

Assist with incident management and customer communications during service-impacting events

Contribute to knowledge base articles, troubleshooting guides, and process documentation

Collaborate with Product, Engineering, Customer Success, and Operations teams to resolve customer issues

Continuously develop technical knowledge and stay current with product releases and enhancements

What we're looking for:

Recent graduate in Information Technology, Information Systems, Engineer or a related technical field

Strong interest in technical support, IT operations or Service Desk careers

Understanding of SaaS applications and cloud technologies

Basical understanding of APIs, web technologies or software troubleshooting

Excellent verbal and written Communication Skills with the ability to clearly articulate solutions to stakeholders

Fluent in English both verbal and written

Analytical mindset with strong problem-solving abilities

Strong customer focus and willingness to learn

Ability to work collaboratively within a team environment

Comfortable learning new technologies and software platforms

Previous help desk, customer service, technical support experience highly regarded

Able to work in rotating shift work and be present in the office full-time for training

Why Work for Soprano:

At Soprano Design, we’re not just building technology, we’re shaping the future of enterprise communication. Headquartered in Sydney and operating globally, we’re a leading CPaaS (Communications Platform as a Service) provider with over 30 years of experience helping over 4,500 government and enterprise clients connect, engage, and thrive.

Our flagship solution, Soprano Connect, is an award‑winning platform that enables secure, seamless omni‑channel messaging. We integrate email, SMS, voice, conversational AI, IP messaging, and social channels like RCS, WhatsApp, and Google Business Messages into one powerful experience.

Launch Your Technology Career

Gain practical experience supporting enterprise‑grade SaaS technology used by thousands of organizations worldwide.

Learn From Industry Experts

Receive structured onboarding, mentoring, and continuous technical development from experienced support professionals.

Work With Global Customers

Support customers across Asia-Pacific, Europe, and North America while developing valuable international business experience.

Exposure to Modern Technologies

Work with cloud communications, APIs, messaging platforms, AI‑powered engagement solutions, and enterprise software products.

Training and Development

Join a company that encourages continual learning with a global outreach that allows you to gain valuable insight and exposure to various markets worldwide

Flexible Hybrid Working

Enjoy the benefits of working with both local and global teams in a flexible and collaborative environment.

We are a pay for performance company that values your contributions through our competitive salaries, rewards and recognition programs

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks. For Further information visit Candidate Privacy Policy

Your application will include the following questions:

• Which of the following statements best describes your right to work in the Philippines?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How would you rate your English language skills?
• How many years' experience do you have in a Helpdesk Support Role?