Service Desk Specialist (Remote)

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

Job Title: Service Desk Specialist

About the Client: A U.S.-based organization that provides safety, regulatory compliance, training, and technology solutions to businesses in the agricultural industry.

Overview:
We are looking for a Service Desk Specialist to serve as the first point of contact for product-related questions and support requests. This role will manage requests from initial intake through resolution or escalation, working closely with Product, Engineering, IT, and other teams to provide a consistent and responsive support experience.

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

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

Schedule: Night Shift

Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package
  
  
  

  • HMO Day 1 + FREE dependent coverage

  
  

  • Allowances

  
  

  • Attendance bonus

  
  

  • Paid time offs

  
  
  
  



• Company-provided work setup (laptop, monitor, accessories)




• Training, career growth, and global exposure




• A collaborative and supportive team culture