Senior Tier 2 Support Specialist - Escalations & Investigations

Reliasourcing Inc.; Pasay; On-site; PHP 420,000 - 720,000; Full time

Job summary

Reliasourcing Inc. is seeking a seasoned Tier 2 Specialist for our customer support team in a non-voice, escalation‑driven role.

You will independently handle complex cases, investigate issues, and own the end-to-end resolution, including sensitive interactions and policy adherence. You will operate within a 24/7 rotating shift by handling chat, email, and ticket channels, ensuring accurate case documentation and proactive process improvements.

Qualifications

• 3+ years of customer support experience in email, chat or ticket-based environments.
• Native-level English with excellent written and verbal communication skills.
• Strong critical thinking, analytical and problem-solving abilities with independent decision-making.

Responsibilities

• Take ownership of and independently resolve escalated customer cases within established policies, guidelines, and authority limits.
• Review customer accounts and transaction history to determine the most appropriate resolutions.
• Ask targeted questions and conduct follow-ups when information is incomplete or requires further investigation.
• Handle multiple concerns in a single interaction with accuracy and efficiency.
• De-escalate frustrated customers while maintaining empathy and working toward resolution.
• Communicate clearly and professionally through written channels, setting realistic expectations.
• Ensure information provided to customers is accurate and verifiable, avoiding unauthorized commitments.
• Follow support playbooks and escalation procedures, while identifying recurring issues for process improvement.
• Collaborate with Tier 1 and other teams to support efficient case resolution and handoffs.
• Maintain detailed case documentation including concern, investigation, actions, and resolution.
• Observe privacy, security, and confidentiality standards, including HIPAA where applicable.

Skills

Non-voice support

Escalation handling

Written communication

Job description

Reliasourcing Inc. is seeking a seasoned Tier 2 Specialist for our customer support team in a non-voice, escalation‑driven role.

You will independently handle complex cases, investigate issues, and own the end-to-end resolution, including sensitive interactions and policy adherence. You will operate within a 24/7 rotating shift by handling chat, email, and ticket channels, ensuring accurate case documentation and proactive process improvements.