Intermediate Advisor

Cloudstaff Philippines Inc.; Metro Manila; Hybrid; PHP 480,000 - 800,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Flexible leave credits

PC/Laptop provided

Fiber internet

Job summary

Cloudstaff Philippines Inc. is seeking an Intermediate Advisor to advocate for customers, transforming complex issues into seamless solutions in a fast-paced, distributed global environment.

You will deliver high-quality technical support via live chat and email, guide product implementations (including calendar setup), and collaborate with teams to optimize processes and improve customer outcomes.

Qualifications

• 3–4 years of technical support experience in SaaS environments, including at least 1+ year in a T2 Technical Escalations role.
• Experience with online scheduling tools is highly preferred.
• Strong written communication skills with accurate grammar and fast typing.
• Proven ability to identify root causes in ambiguous situations with sound judgement on billing and account safety policies.
• Team-oriented approach with a dedication to continuous improvement and knowledge sharing.

Responsibilities

• Deliver high-quality technical support via live chat and email, handling routine inquiries to complex consultative scenarios.
• Guide customers through product implementation, including calendar and availability setup, to optimize engagement and outcomes.
• Maintain high standards of quality and productivity in a queue-based environment (live chat focus).
• Collaborate with the team to streamline processes, share knowledge, and participate in mentoring and shadowing.
• Stay current on product updates and policies to provide accurate real-time guidance.

Skills

Technical Support

T2 Escalations

SaaS

Online Scheduling Tools

Technical Communication

Critical Thinking

Collaboration

Flexibility

Tools

CS Platforms

Job description

Job Description

Role Overview

As an Intermediate Advisor, you are a key advocate for our customers, responsible for transforming complex issues into seamless solutions. Leveraging your critical thinking, empathy, and product expertise, you will elevate our brand, drive system improvements, and empower businesses to manage their time effectively. This role is highly collaborative and requires a commitment to both individual performance and team growth in a fast-paced, global, distributed environment.

Core Responsibilities

• Deliver High-Quality Support: Provide exceptional technical assistance via live chat and email, handling everything from routine inquiries to complex consultative scenarios with efficiency and care.
• Drive Product Success: Guide customers through product implementation—including calendar and availability setup—while optimizing their scheduling pages to improve engagement and business outcomes.
• Operational Excellence: Maintain high standards of quality and productivity, ensuring timely responses in a queue-based environment (primary focus on live chat).
• Collaborate and Improve: Work closely with the team to streamline processes, share knowledge, and identify product insights. This includes active participation in new hire mentoring (Co-Learning) and shadowing.
• Independent Problem Solving: Proactively stay current on product updates and policy changes, navigating resources independently to provide accurate, real-time guidance.

Qualifications and Requirements

Qualifications

• Experience: 3–4 years of technical support experience in SaaS environments, including a minimum of 1+ years in a T2 Technical Escalations role
• Experience with online scheduling tools is highly preferred.
• Technical Communication: Strong written communication skills with accurate grammar, fast typing proficiency, and an ability to distill complex solutions into clear, concise instructions.
• Critical Thinking & Judgement: Proven ability to identify root causes in ambiguous situations, paired with sound judgement regarding billing and account safety policies.
• Collaborative Mindset: A proactive, team-oriented approach with a dedication to continuous improvement and knowledge sharing.
• Flexibility: Readiness to support a global customer base in a fast-paced environment, including availability for fixed or rotating shifts, weekends, and holidays.

Perks and Benefits

Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
Flexible leave credits which may be used for vacation, emergency and sick leaves
Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
Endless opportunities for career advancement
Exclusive ATM inside the office for employee's convenience
We set you up for success with a company-provided PC/Laptop and fiber internet connection
Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
Top notch workplace with first class VIP lounge and game rooms
Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
International career growth and connections
Unlimited cash incentives for hired referrals
Mental Wellness Employee Assistance program through Lifeworks
In-house psychiatrist available to support employees' well-being
Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc