Client Support Officer

14 hours ago

Novaliches Metro Manila, Philippines Ascendens Asia Full time ₱150,000 - ₱250,000 per year

Department: Client Services and Relations (CSR) Department

Division: Information Systems and Services Division

Employment Type: Full-Time / Office-Based

Location: Novaliches, Quezon City

The CSR Support Officer provides front-line assistance to client schools and organizations using Ascendens Asia's Learning Management System (LMS) and School Management System (SMS). The role ensures timely resolution of client issues, accurate documentation of concerns, and coordination with the technical and development teams for system-related matters. The CSR Support Officer plays a key role in maintaining smooth client operations and delivering excellent customer experience.

Key Responsibilities
  • Serve as the primary contact for client inquiries, concerns, and support requests.
  • Monitor and manage support tickets through designated channels (email, chat, or helpdesk system).
  • Coordinate with system developers, quality assurance, and implementation teams to resolve client issues.
  • Perform client system checks, account management, and data verification as required.
  • Document client communications, issue logs, and system-related reports for monitoring.
  • Provide basic system guidance and walkthroughs to users as needed.
  • Support CSR and technical teams in onboarding new clients and implementing new system features.
  • Contribute to continuous improvement of client satisfaction through proactive communication and feedback collection.

Qualifications

Education:

  • Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Administration, or related field.

Experience:

  • Experience in academic or school-related systems (LMS, SMS, ERP) is an advantage.
  • Open to fresh graduates.

Technical Skills:

  • Basic knowledge of database, system navigation, or administrative access functions.
  • Proficient in Microsoft Office.

Soft Skills:

  • Strong communication and interpersonal skills.
  • Excellent documentation and coordination ability.
  • Highly organized, detail-oriented, and can manage multiple client accounts simultaneously.
  • Demonstrates professionalism, empathy, and problem-solving under pressure.

Competencies
  • Client Orientation: Maintains professional and responsive client interactions.
  • Accountability: Takes responsibility for timely resolution and accurate reporting.
  • Collaboration: Works effectively with cross-functional teams (CSR, QA, Dev).
  • Adaptability: Quickly adjusts to system updates, new features, and client requests.
  • Continuous Learning: Willing to learn new platforms, tools, and support practices.

Work Environment
  • Primarily office-based.
  • May be required to provide after-hours support during scheduled system rollouts or events.

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