Job Posting Title Customer Support Tier 1

Ideagen; Mabalacat; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Ideagen is seeking a Customer Support Tier 1 professional in the Clark Freeport Zone, Pampanga, Philippines, to resolve product issues and monitor system performance. The role requires strong English communication and ITIL knowledge, with responsibilities spanning issue investigation, record-keeping, and cross-team collaboration.

Hybrid, full-time work with a focus on reliable service delivery and continuous learning about Ideagen products and best practices.

Qualifications

• Experience or foundational knowledge in SQL, databases, networking, and ITIL.
• Comfortable using Microsoft Office and managing multiple priorities in a fast-paced environment.
• Strong communication, customer service, and problem-solving skills with excellent written English.
• Able to work independently, meet deadlines, and adapt under pressure while maintaining reliability and professionalism.

Responsibilities

• Support customers by investigating and resolving product issues.
• Monitor systems and help maintain smooth day-to-day operations.
• Work closely with team members to troubleshoot and find solutions.
• Keep customer records and case notes up to date.
• Share feedback and suggestions to help improve processes.
• Continue learning about our products, systems, and best practices.

Skills

SQL

Databases

Networking

ITIL

Microsoft Office

Communication

Time management

Job description

About Us

Location - Clark Freeport Zone, Pampanga, Philippines

Department - Professional Services

Function - Professional Services

Working Pattern - Hybrid; Full-time

Benefits -Benefits at Ideagen

Salary - will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

Customer Support Tier 1, you'll play a key role in resolving customer issues, monitoring system performance, and ensuring reliable service delivery while building valuable technical and customer support expertise.

Responsibilities

• Support customers by investigating and resolving product issues.
• Monitor systems and help maintain smooth day-to-day operations.
• Work closely with team members to troubleshoot and find solutions.
• Keep customer records and case notes up to date.
• Share feedback and suggestions to help improve processes.
• Continue learning about our products, systems, and best practices.

Skills and Experience

• Experience or foundational knowledge in SQL, databases, networking, and IT support concepts (e.g., ITIL).
• Comfortable using Microsoft Office and managing multiple priorities in a fast-paced environment.
• Strong communication, customer service, and problem-solving skills with excellent written English.
• Able to work independently, meet deadlines, and adapt under pressure while maintaining reliability and professionalism.

Nice-to-have:

• Experience in industries such as aviation, construction, mining, water, or environmental monitoring.
• Additional language skills, particularly Spanish and/or Portuguese.
• Previous experience in a customer-facing or customer support role.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us [e-mail]. All matters will be treated with strict confidence.