Customer Support Admin

Department:

Service Delivery

Location:

Remote (Philippines)

About Lumen Partners

At Lumen Partners, we specialize in empowering remote teams with specialist virtual assistants. We are a precision partner for distributed workforces, providing meticulously vetted professionals and industry experts who are ready to seamlessly integrate into your existing workflows. We are not a recruiter; we are a long-term partner to both our clients and our "Lumens" (our employees).

This is a full-time, remote position. You will be a valued employee of Lumen Partners, working in a dedicated, long-term role directly with our U.S.-based client.

About Your Client

You will be assigned to work exclusively with our client, a fast-growing cybersecurity awareness training company that empowers organizations to become defenders against cyber threats. They deliver engaging, micro-learning videos that educate employees and organizations about cybersecurity, data breaches, and easily avoidable threats.

Position Overview

As a
Customer Support Admin

on our team, you will be fully integrated with our client's Managed Services division. This is a production-focused,
Tier 1 role

where your primary function will be executing client services with precision and care.

Your main responsibilities will be
managing and processing client service tickets

in Zendesk and
executing a structured "production calendar"

to launch training content accurately and on time. The ideal candidate is a tech-savvy "doer" who thrives in a process-driven environment and has exceptional attention to detail.

Key Responsibilities

• Provide a "Managed Services" experience

by executing standardized services (like new user uploads or branding updates) on behalf of our clients.
- Execute a monthly production calendar

for all assigned clients, including launching simulated phishing exercises, new training content, and other educational assets.
- Promptly analyze and address client issues

by managing a queue of service tickets in
Zendesk

, ensuring effective and timely problem resolution.
- Perform staging efforts

by preparing and configuring content to be delivered to clients across various platforms.
- Escalate complex issues

or client disputes to the Client Services Lead (Tier 2).
- Handle client calls as needed

; while the primary function is ticket-handling, this role will be trained to support clients by phone and virtual call.
- Develop and maintain a comprehensive understanding of all products and services to provide accurate information to clients.
- Meet all service level requirements/goals for ticket and task management.
- Demonstrate a commitment to high standards of service and customer satisfaction.

Your Profile

• Experience:

2+ years' experience in customer service, operations, or a detailed administrative role.
- Organizational Skills:

You must be highly
detail-oriented and organized

to manage deadlines and a production calendar.
- Technical Aptitude:

Experience with SaaS platforms and a high comfort level with technology. Experience with a ticketing system like
Zendesk is a strong plus

.
- Communication:

Excellent written and verbal communication skills in English.
- Adaptability:

Ability to adapt to a fast-paced, "contact center-like" environment.
- Mindset:

A strong drive to succeed, a self-motivated attitude, and an excellent work ethic.
- Poise:

Ability to remain calm and composed when dealing with challenging situations.

About The Engagement

This is a full-time, long-term contract role. The successful candidate will be contracted with Lumen Partners and will work as a dedicated, fully-integrated member of the client's team.