Remote Night-Shift Service Desk Specialist

STAFFVIRTUAL, Inc.; Cebu City; Remote; PHP 420,000 - 600,000; Full time

Benefits offered by this job

HMO Day 1 + dependent coverage

Allowances

Attendance bonus

Paid time offs

Laptop and monitor provided

Training and career growth

Job summary

StaffVirtual, Inc. is seeking a Service Desk Specialist to be the first point of contact for product-related questions and support requests. You will handle intake, resolutions, and escalations while collaborating with Product, Engineering, and IT teams.

You will monitor Jira Service Desk, Zoom, email, and other channels, gather details, assess urgency, and provide timely, clear updates to customers. The role emphasizes documentation and process improvements in a remote, night-shift setting.

Qualifications

• 3 to 5 years of experience in customer support, product support, service desk operations, application support, or a similar role.
• Strong written and verbal communication skills.
• Strong organization, attention to detail, and follow-through.
• Ability to assess urgency and business impact and make sound decisions.
• Comfortable working with both technical and non-technical teams.
• Ability to manage multiple requests and changing priorities.
• Patient, professional, and customer-focused approach.
• Ability to remain calm and organized during urgent situations.
• Willingness to participate in an assigned on-call schedule.
• Experience with Jira, SaaS products, business software, or software development teams is a plus.
• Experience in agriculture, compliance, regulation, or training is an advantage.

Responsibilities

• Serve as the first point of contact for product-related questions and support requests
• Monitor and manage requests through Jira Service Desk, Zoom, email, and other support channels
• Gather relevant information, screenshots, examples, and user details to understand and document issues
• Assess urgency, business impact, and the appropriate next steps for each request
• Resolve routine requests through guidance, known solutions, and existing documentation
• Escalate and coordinate complex or urgent issues with Product, Engineering, IT, or other teams
• Track requests through resolution and follow up on stalled or pending issues
• Keep customers and stakeholders informed throughout the support process
• Document investigation steps, workarounds, decisions, and resolutions
• Identify recurring issues and help improve support documentation, processes, and training
• Participate in an assigned on-call schedule for urgent after-hours support

Skills

Communication skills

Organizational skills

Decision making

Stakeholder management

Multitasking

Calm under pressure

Tools

Jira

SaaS products

Job description

StaffVirtual, Inc. is seeking a Service Desk Specialist to be the first point of contact for product-related questions and support requests. You will handle intake, resolutions, and escalations while collaborating with Product, Engineering, and IT teams.

You will monitor Jira Service Desk, Zoom, email, and other channels, gather details, assess urgency, and provide timely, clear updates to customers. The role emphasizes documentation and process improvements in a remote, night-shift setting.