Pure Email Support Representative (28K)

Open Access BPO; Makati; On-site; PHP 290,000 - 335,000; Full time

Job summary

Open Access BPO in Makati is seeking a detail-oriented Email Support Representative focused on helping customers resolve issues via email and chat. You’ll be the first point of contact, troubleshoot connectivity problems, and contribute to self-service resources to improve the customer experience.

You will primarily use Zendesk to support users, learn product workflows quickly, and maintain high-quality responses in a fast-paced tech environment.

Qualifications

• 1.5–2 years of experience in a customer-facing support role for an online product or SaaS.
• 2 years of experience using Zendesk or similar customer support software.
• Excellent written communication with strong attention to detail.
• Ability to stay calm, professional and solution-oriented when handling customer concerns.
• Strong troubleshooting and problem-solving skills.
• Ability to learn technical systems and product workflows quickly.

Responsibilities

• Respond to customer inquiries through email and chat support platforms such as Zendesk.
• Troubleshoot account connectivity and data syncing issues involving integrations like Plaid, Finicity, Coinbase, and Zillow.
• Educate customers on product features and best practices.
• Investigate and elevate bugs or technical concerns when needed.
• Create and improve help center articles, canned responses, and internal documentation.
• Identify recurring customer concerns and recommend process improvements.
• Meet response time and ticket resolution benchmarks while maintaining a high-quality customer experience.

Skills

Customer support

Written communication

Troubleshooting

Learning tech systems

Tools

Zendesk

Job description

Monthly Salary Package — ₱28,000

Program Incentive — $100

Location: 19/F Robinsons Summit Center, Ayala Avenue, Makati, PH

About the Role

We’re looking for a customer-focused and detail-oriented Email Support Representative to join our team. In this role, you’ll be the first point of contact for customers, helping them resolve issues, navigate the product, and get the most out of their experience.

You’ll support users primarily through email and chat using Zendesk, troubleshoot technical account connection issues, and contribute to improving the customer experience through better documentation and self-service resources.

If you enjoy problem-solving, communicating clearly, and helping customers succeed in a fast-paced tech environment, this role could be a great fit.

What We’re Looking For

• 1.5—2 years of experience in a customer-facing support role for an online product or SaaS platform
• 2 years of experience using Zendesk or similar customer support software
• Excellent written communication skills with strong attention to detail
• Ability to stay calm, professional, and solution-oriented when handling customer concerns
• Strong troubleshooting and problem-solving skills
• Ability to learn technical systems and product workflows quickly

What You’ll Do

• Respond to customer inquiries through email and chat support platforms such as Zendesk
• Troubleshoot account connectivity and data syncing issues involving integrations like Plaid, Finicity, Coinbase, and Zillow
• Educate customers on product features and best practices
• Investigate and elevate bugs or technical concerns when needed
• Create and improve help center articles, canned responses, and internal documentation
• Identify recurring customer concerns and recommend process improvements
• Meet response time and ticket resolution benchmarks while maintaining a high-quality customer experience