Senior Support Specialist

MicroSourcing International; Parañaque; On-site; PHP 480,000 - 760,000; Full time

Benefits offered by this job

Healthcare on day one

PTO with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

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

You’ll maintain high accuracy in Zendesk and adhere to SOPs and SLA targets. Non-call periods involve claims administration, triage, and email support.

Qualifications

• 3+ years of live phone support in a high-trust or enterprise environment.
• Fluency in native or near-native English plus fluency in at least one European language (German, French, Italian, or Spanish).
• Ability to handle complex unscripted voice interactions and de-escalations.
• Experience with back-office admin and written email support during non-call periods.

Responsibilities

• Deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners without scripts.
• Execute back-office operations during non-call periods, including claims administration, triage, and email support.
• Transition across phone, live chat, email, and admin channels to maximize productivity.
• Maintain case accuracy in Zendesk while following SOPs, compliance, and SLAs.
• Escalate complex or out-of-scope cases to Claims and Complaints teams with sound judgment.

Skills

3+ years live phone support

English fluency

European language (German/ French/ ITA

Tools

Zendesk

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) PLUS fluency in at least one European language: German, French, Italian, or Spanish.
• 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