Omnichannel RevOps Support Analyst (Tier II)

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 420,000 - 620,000; Full time

Job summary

Zendesk is hiring for a Complex Issue Resolution & Tier 2 Support role. You will lead advanced ticket resolution across email, chat, and phone, handling churn, invoice explanations, tax inquiries, and data syncs while backing up Tier 1 support.

Collaboration with stakeholders and emphasis on SLAs are required. Ideal candidates have 3–5 years in customer support or billing operations, strong communication, and familiarity with Zendesk, Zuora, and Salesforce.

Qualifications

• 3-5 years of relevant work experience in customer support, billing operations, or a related field.
• General knowledge of customer support principles, billing operations, and ticketing systems.
• Strong problem-solving, organizational, and collaboration skills.
• Excellent written and verbal communication abilities.
• Attention to detail and commitment to delivering quality service.

Responsibilities

• Lead advanced ticket resolution for Tier 2 issues across omnichannel channels (email, chat, phone).
• Handle churn & contraction for enterprise customers and explain invoices (Corporate, SMB/Commercial).
• Resolve sales tax inquiries, bankruptcy, coupon issues, and sync Zendesk data.
• Provide backup for Tier 1 support and live phone support to maintain service quality.

Skills

Omnichannel Support

Zendesk

Billing Operations

Ticketing Systems

CRM Tools

Tools

Zendesk

Zuora

Salesforce

Job description

Zendesk is hiring for a Complex Issue Resolution & Tier 2 Support role. You will lead advanced ticket resolution across email, chat, and phone, handling churn, invoice explanations, tax inquiries, and data syncs while backing up Tier 1 support.

Collaboration with stakeholders and emphasis on SLAs are required. Ideal candidates have 3–5 years in customer support or billing operations, strong communication, and familiarity with Zendesk, Zuora, and Salesforce.