Remote Service Desk Specialist — Night Shift

Staff Virtual; Cebu City; Remote; PHP 1,500,000 - 2,250,000; Full time

Benefits offered by this job

HMO Day 1

Dependent coverage

Attendance bonus

Paid time offs

Company-provided setup

Job summary

Staff Virtual is seeking a Service Desk Specialist to be the first point of contact for product-related questions and support requests. This remote role serves a US-based organization in the agricultural tech space, handling intake through resolution with cross-functional teammates.

You will use Jira Service Desk, Zoom, email, and other channels to gather information, document issues, assess urgency, and escalate when needed.

Qualifications

• 3 to 5 years in customer or product support or service desk.
• Strong written and verbal communication skills.
• Ability to manage multiple requests and changing priorities.
• Experience with Jira and SaaS products is a plus.
• Customer-focused and professional under pressure.

Responsibilities

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

Skills

Customer support

Communication

Jira

On-call support

SLA adherence

Tools

Jira

Job description

Staff Virtual is seeking a Service Desk Specialist to be the first point of contact for product-related questions and support requests. This remote role serves a US-based organization in the agricultural tech space, handling intake through resolution with cross-functional teammates.

You will use Jira Service Desk, Zoom, email, and other channels to gather information, document issues, assess urgency, and escalate when needed.