senior support specialist

MicroSourcing International; Parañaque; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Senior Support Specialist for onsite day shift in Parañaque City. You will deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners, while also handling back-office tasks during non-call periods.

You will transition across phone, live chat, and email, maintain high Zendesk case accuracy, follow SOPs and SLA targets, and escalate complex issues to internal teams when needed. Join a diverse, inclusive culture with strong growth opportunities.

Qualifications

• 3+ years of live phone support in a high-trust, regulated, or enterprise environment.
• Fluency in native or near-native English (verbal and written).
• Ability to handle unscripted voice interactions and de-escalations.
• Proven ability to execute back-office admin and written email support.

Responsibilities

• Deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners without scripts.
• Perform back-office tasks during non-call periods, including claims admin, triage, filing, and email support.
• Transition across phone, live chat, email, and admin channels to maximize productivity.
• Maintain accuracy in Zendesk and follow SOPs and SLA targets.
• Escalate complex or sensitive cases to internal Claims teams with sound judgment.

Skills

Live phone support

Customer service

English fluency

Multitasking

Back-office admin

Tools

Zendesk

Case management

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position:

Senior Support Specialist

Location:

Harton, Parañaque City

Work setup & shift:

Onsite | Day shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners with clarity, confidence, and empathy without relying on scripts.
• Execute back-office operations during non-call periods, including claims administration, triage, manual filing, and email support.
• Transition seamlessly across phone, live chat, email, and administrative channels to maintain maximum operational productivity and utilization.
• Maintain exceptional case accuracy in Zendesk while strictly adhering to SOPs, compliance regulations, and SLA targets.
• Escalate complex, sensitive, or out-of-scope cases to internal Claims and Complaints specialist teams with sound judgment.

What You Need

Non-negotiables

• 3+ years of experience delivering live phone support in a high-trust, regulated, or enterprise environment.
• Fluency in native or near-native English (verbal and written)
• Demonstrated ability to handle complex, unscripted voice interactions calmly while managing de-escalations.
• Proven ability to execute back-office admin and written email support with speed and accuracy during non-call periods.
• Strong reliability record, attendance discipline, and high tolerance for multi-tasking across dynamic workflows.

Preferred Skills/expertise

• Prior experience in insurance, financial services, travel tech, or enterprise customer support.
• Exposure to hybrid utilization models balancing real-time voice queues with back-office tasks.
• Hands-on proficiency with Zendesk and case management platforms.
• Track record of consistently meeting or exceeding strict SLA and QA targets across multiple channels.
• High cognitive resilience and structured problem-solving skills in high-stakes environments.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply