Remote Frontline Dispatcher: Fast, Precise Triage

ProSource; Makati; Remote; PHP 300,000 - 480,000; Full time

Benefits offered by this job

HMO Day 1 for you & dependents

Remote work setup with all tools

Job summary

ProSource is seeking a proactive Frontline Support Dispatcher to manage first responses, triage issues, and hand off to specialized teams. You will document conversations thoroughly and maintain ticketing hygiene while handling multiple chats remotely.

The ideal candidate has 2+ years in live chat or ticketing, strong written English, and hands-on experience with Intercom or Zendesk. This full-time remote role offers day-one HMO and a comprehensive perks package.

Qualifications

• 2+ years of customer support in live chat or ticketing (SaaS preferred).
• Clear, concise, professional written English.
• Hands-on experience with Intercom or Zendesk or similar platform.
• Troubleshooting instincts and ability to follow documented processes.

Responsibilities

• Provide first responses to customer inquiries within 15 minutes during staffed hours.
• Resolve how-to, navigation, and configuration issues from KB in chat.
• Triage and assign unresolved issues to the right agent or inbox on first handoff.
• Handoffs with complete write-ups to prevent customers from repeating themselves.
• Gather diagnostics data (account, user, product, steps to reproduce, screenshots).
• Flag questions Tower should answer the same day.
• Maintain Intercom hygiene by tagging, categorizing, and documenting conversations.
• Handle multiple chats concurrently without dropping quality.

Skills

Customer support experience

Written English

Troubleshooting

Remote work processes

Tools

Intercom

Zendesk

Job description

ProSource is seeking a proactive Frontline Support Dispatcher to manage first responses, triage issues, and hand off to specialized teams. You will document conversations thoroughly and maintain ticketing hygiene while handling multiple chats remotely.

The ideal candidate has 2+ years in live chat or ticketing, strong written English, and hands-on experience with Intercom or Zendesk. This full-time remote role offers day-one HMO and a comprehensive perks package.