Level 2 SaaS API Support Specialist AU Ortigas

Staff Domain, Inc.; Pasig; Sur place; PHP 558 000 - 837 000; Plein temps

Avantages offerts par ce poste

HMO, Dental, Life Insurance

Paid Leaves

Employee Engagement Activities

Résumé du poste

Staff Domain, Inc. is seeking a Level 2 Support Specialist to be the primary contact for customers. This onsite role in Ortigas focuses on triaging inquiries, coordinating with teams, and managing tickets through resolution with professional customer service.

The ideal candidate has a IT/CS/IS or related degree and 3+ years in customer or technical support, with strong English communication and ticketing experience. Knowledge of ITIL and API environments is a plus.

Qualifications

• Bachelor-level IT or business-related degree required.
• 3+ years in customer or technical support roles.
• Strong written and verbal English communication.
• Experience managing support tickets to resolution.
• Organized with strong documentation and follow-up.

Responsabilités

• Be the first point of contact for customer inquiries and requests.
• Triages tickets to identify technology, process, or compliance issues.
• Gather information, ask clarifying questions, and document thoroughly.
• Create, monitor, and close support tickets with timely updates.
• Escalate complex issues while owning the ticket lifecycle.
• Communicate resolutions and next steps clearly to customers.
• Collaborate with internal teams to resolve issues and improve service.

Connaissances

Customer support

Communication

Problem solving

Organizational skills

Attention to detail

Independence

Cross-functional collaboration

English proficiency

Formation

Bachelor's degree in IT/ CS/ IS/ Business

Outils

Ticketing systems

Description du poste

Job Description:

Setup and Location: Onsite - Ortigas

Work Schedule: 9:00 AM – 6:00 PM AEDT | 7:00 AM – 1:00 PM PHT

Employment Type: Full-Time

Ready to do work that actually excites you?

We are looking for a Level 2 Support Specialist to serve as the primary point of contact for customers, ensuring timely and professional handling of inquiries, issues, and service requests. The role is responsible for triaging incoming concerns, identifying the nature of issues, coordinating with appropriate stakeholders, and managing support tickets through resolution while delivering a positive customer experience. The ideal candidate possesses strong communication, administrative, and problem-solving skills, and this role is critical for maintaining customer satisfaction, operational efficiency, and effective issue resolution.

What Youll Do:

You’ll be the kind of person who:

• Serve as the first point of contact for customer inquiries, incidents, and support requests.
• Triage and assess incoming issues to determine whether they are technology-related, business process-related, compliance-related, or require escalation to specialized teams.
• Gather relevant information and ask clarifying questions to accurately understand customer concerns and requirements.
• Create, update, monitor, and manage support tickets through to completion, ensuring accurate documentation and timely follow-up.
• Escalate complex issues to the appropriate teams or stakeholders while maintaining ownership and visibility of the ticket lifecycle.
• Communicate updates, resolutions, and next steps to customers in a clear and professional manner.
• Ensure customers receive a high standard of service and feel acknowledged, supported, and informed throughout the resolution process.
• Collaborate with internal teams to facilitate efficient issue resolution and service delivery.
• Monitor ticket queues and support workflows to ensure service levels and response expectations are met.
• Maintain accurate records of customer interactions, issue resolutions, and support activities.
• Identify recurring issues and provide feedback to relevant teams to support process improvements and service enhancements.
• Adhere to established support processes, procedures, and service management frameworks where applicable.

Requirements

What You Bring

We’re looking for someone who:

• Bachelors degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
• 3+ years of experience in customer support, technical support, service desk, help desk, or a similar client-facing role.
• Strong customer service skills with the ability to build rapport and maintain positive customer relationships.
• Excellent verbal and written English communication skills.
• Experience managing support tickets and tracking issues through to resolution using ticketing systems.
• Strong administrative, organizational, and documentation skills with a high level of attention to detail.
• Ability to assess, prioritize, and troubleshoot issues while maintaining accuracy and professionalism.
• Exposure to API-based or API-first software environments is an advantage.
• Familiarity with IT service management frameworks such as ITIL or similar methodologies is preferred.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently, take ownership of tasks, and manage responsibilities with minimal supervision.
• Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders.
• Technical background or foundational knowledge of information technology concepts is advantageous
• Payroll, HRIS, workforce management, compliance, or fintech/regtech experience is advantageous.

Benefits

Why You’ll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more