Senior IT Service Desk Specialist

2 weeks ago

Work from Home, Philippines Worca Full time ₱800,000 - ₱850,000 per year

ABOUT THE ROLE

We are looking for a Senior Technical Support Specialist who combines strong technical skills, excellent communication, and a passion for customer success. You will take ownership of resolving complex customer issues, streamline internal processes, and mentor junior team members, all while acting as a key player bridging Product, Engineering, and Customer Success teams.

RESPONSIBILITIES:

Resolve Complex Customer Issues

● Act as an escalation point for challenging technical or operational cases.

● Handle high-impact customer issues via email, phone, and virtual meetings with empathy and professionalism.

● Build trust and credibility with internal teams and customers by providing expert-level support.

Improve Support Workflows

● Identify recurring issues and pain points in support operations.

● Recommend and implement enhancements to documentation, tools, or processes to boost efficiency and customer satisfaction.

Collaborate Cross-Functionally

● Partner closely with AE, CSM, and Engineering teams to relay customer insights and prioritize bug escalations.

● Provide structured feedback that shapes product roadmap and usability improvements.

Ensure Smooth Shift Transitions

● Maintain clear, structured handover notes for unresolved issues to ensure 24/7 support continuity.

● Prevent ticket duplication or dropped cases through disciplined documentation and coordination.

Mentor and Uplevel the Support Team

● Demonstrate deep product knowledge and business logic understanding.

● Coach junior agents through shadowing, feedback, and QA reviews.

● Contribute to a culture of continuous improvement and learning.

REQUIREMENTS:

  • 3+ years in advance technical support, customer service, or client-facing roles in fast-paced environments.
  • Ability to investigate complex cases independently and resolve issues without relying on rigid scripts.
  • Proactive in optimizing workflows and committed to improving the customer support experience.
  • Calm under pressure, detail-oriented, and service-driven when facing challenging situations.
  • Solid understanding of web applications, browser/network issues, and structured troubleshooting practices.
  • Comfortable using Google Workspace, Zendesk (or similar tools like Salesforce/Intercom), and ChatGPT.
  • Amenable working in US Time Zone.

Job Type: Full-time

Pay: Php80, Php85,000.00 per month

Benefits:

  • Company events
  • Opportunities for promotion
  • Pay raise
  • Work from home

Application Question(s):

  • Are you amenable working in US Time zone?
  • How soon can you start?

Experience:

  • IT Service Desk: 3 years (Preferred)
  • Technical support: 3 years (Preferred)
  • IT Service Desk Phone Support: 3 years (Preferred)
  • Freight Forwarding/: 2 years (Preferred)
  • B2B SaaS: 2 years (Preferred)

Work Location: Remote

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