Tier 1 Support & Knowledge Content Specialist

Intelegencia; Antipolo; On-site; PHP 446,000 - 670,000; Full time

Job summary

Intelegencia in Antipolo, Philippines is seeking a Learning Content Specialist (Customer Support) to provide excellent customer support while building self-service content. You will handle Tier 1 tickets, troubleshoot issues in a tech platform, and turn common questions into helpful Help Center articles and training materials.

Work with Support and Training Content teams to help customers resolve issues quickly and learn the platform independently.

Qualifications

• 2+ years of customer support experience
• Excellent verbal and written English communication skills
• Experience working with US-based clients or customers
• Experience writing Help Center articles, how-to guides, FAQs, training materials, or similar content
• Hands-on experience with Intercom or a similar platform (Zendesk, Freshdesk, HubSpot Service)
• Able to explain technical processes clearly
• Highly organized and detail-oriented with ability to balance live support and content projects
• Familiarity with AI tools for drafting, editing, or improving content
• Willingness to work a night shift with overlap with US business hours

Responsibilities

• Respond to and resolve Tier 1 customer support tickets through Intercom
• Troubleshoot questions and provide clear, accurate solutions
• Escalate issues with useful information for the Support team
• Provide coverage during US holidays and planned periods
• Maintain accurate ticket tags and notes
• Write and maintain Help Center and knowledge base articles
• Create clear how-to guides and documentation
• Structure content to be searchable and useful for customers and AI tools
• Identify recurring questions and improve documentation
• Keep content up to date
• Create training content for customers
• Develop learning resources with Training Content team
• Use Canva, Articulate, or similar tools for engaging content
• Identify trends in support tickets and suggest improvements
• Use AI tools to draft, edit, and summarize content
• Collaborate with Support and Training teams to improve self-service resources

Skills

Customer support

English proficiency

US-based clients experience

Content creation mindset

Attention to detail

Tools

Intercom

Zendesk/Freshdesk/HubSpot

Canva

Articulate

AI writing tools

Job description

Intelegencia in Antipolo, Philippines is seeking a Learning Content Specialist (Customer Support) to provide excellent customer support while building self-service content. You will handle Tier 1 tickets, troubleshoot issues in a tech platform, and turn common questions into helpful Help Center articles and training materials.

Work with Support and Training Content teams to help customers resolve issues quickly and learn the platform independently.