9,244 Support Agent jobs in the Philippines

We're looking for a Support Agent to join our customer support team and provide outstanding assistance to our clients. As a Support Agent, you'll be responsible for helping traders with their inquiries, resolving issues efficiently, and ensuring they receive exceptional service every time they reach out.

Key Responsibilities:

• Respond promptly to customer inquiries via phone and/or chat.

• Deliver accurate, professional, and friendly assistance at all times.

• Record and follow up on customer requests to ensure complete resolution.

• Maintain a positive attitude and represent the company with professionalism.

• Collaborate with other team members to continuously improve the support experience.

Requirements:

• Excellent written and spoken English communication skills.

• Previous experience in customer support or a similar role is an advantage.

• Ability to work evening hours (Philippines time).

• Reliable internet connection and a quiet, dedicated workspace.

• Strong problem-solving skills and a genuine desire to help others.

Working Hours:

8:00 AM – 5:00 PM (Philippines time)

If you're customer-oriented, proactive, and enjoy making a difference through great service, we'd love to hear from you.

ShiftCare is a leading SaaS provider helping disability, aged care, and allied health providers streamline rostering, scheduling, billing, and client management. Our platform enables care providers to deliver a higher standard of care while growing their businesses.

We are seeking a proactive Support Agent (North American Hours) to join our global team. This position is based in the Philippines, working remotely to provide live support coverage for our North American customers.

• Handle inbound customer queries through live chat, phone calls, and email with professionalism and empathy.
• Deliver first-call/chat resolution wherever possible, with clear, confident, and customer-friendly communication.
• Troubleshoot technical and functional product queries, escalating complex issues when required.
• Document all interactions and resolutions accurately in our support systems (Intercom, HubSpot, etc.).

• Guide customers through ShiftCare's SaaS platform features, including rostering, scheduling, invoicing, and compliance.
• Provide clear, jargon-free explanations tailored to North American customers.
• Assist customers with setup queries and feature adoption.

• Configure and customise client form templates using ShiftCare's form builder tool.
• Test and validate templates to ensure data accuracy, usability, and customer requirements are met.

• Recognise recurring issues and propose improvements to documentation and support processes.
• Share feedback with Product and Engineering to help enhance the platform.
• Stay current on product updates and industry requirements relevant to care providers.

• Excellent English skills (both spoken and written) with a clear, neutral accent suitable for North American customers. Send a voice recording introducing yourself and how you handle customers.
• Minimum 1–2 years' experience in SaaS support or a customer-facing technical role.
• Proven experience dealing with North American customers via phone and chat.
• Ability to work independently on a North American time zone shift (EST, CST, or PST).
• Strong problem-solving skills with a customer-first approach.
• Experience using support/CRM platforms such as Intercom, Zendesk, or HubSpot.
• Tech-savvy, quick to learn new SaaS tools and processes.

• Experience creating or configuring digital forms or templates.
• Knowledge of the disability, aged care, or allied health sector.
• Prior experience in a remote team across global time zones.

• Competitive salary (Philippine-based, paid in local currency).
• Fully remote work environment.
• Opportunity to work with a growing SaaS company with global customers.
• Training and career development opportunities.
• Collaborative, supportive culture where initiative is valued.

Position Overview

We are looking for a friendly, proactive, and detail-oriented Helpdesk Agent to join our IT Support team. You will be the first point of contact for customers/users experiencing technical issues, and will help resolve their concerns quickly and effectively. If you love problem-solving and have strong communication skills, we want to hear from you

Key Responsibilities

·   Respond to support requests via phone, email, chat, or ticketing system.

·   Troubleshoot hardware, software, network, and connectivity issues.

·   Log, prioritize, and track incidents and service requests in the ticketing system.

·   Escalate more complex issues to senior / specialized IT teams when needed.

·   Follow up with users to ensure issues are fully resolved and user satisfaction is maintained.

·   Maintain and update documentation, knowledge base articles, and standard procedures.

What We're Looking For

·   Strong customer service orientation and excellent communication skills (verbal & written).

·   Familiarity with networks, connectivity, and common troubleshooting techniques.

·   Ability to manage multiple open tickets and prioritize tasks effectively.

·   Patience, professionalism, and a positive attitude under pressure.

·   (Optional/preferred) Experience with helpdesk tools/ticketing systems.

About EmpowerU, Inc.:

EmpowerU, Inc. Is not just a company; it's a movement. Born from the core of a global powerhouse in November 2019, we've soared on the wings of our team's resilience and excellence. Our work-life blending culture, unwavering teamwork, and commitment to results are what make us unique. At EmpowerU, you're not just an employee; you're an integral part of a community that thrives on the 4Cs: Care, Communication, Camaraderie, and Commitment. Join us and be a part of a company that not only cares for its clients but also its team members, fostering a nurturing environment that encourages growth and satisfaction.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Job Overview:

We are seeking a dedicated and skilled Technical Support Specialist to join our team. This role is crucial in providing top-notch technical support to our customers, helping them optimize their use of our platform and maximize their productivity. If you have a passion for technology and a knack for solving complex issues, we want to hear from you

Key Responsibilities:

• Providing technical support to customers, troubleshooting issues related to our platform's functionality, features, and integrations, helping them optimize their use of our platform and maximize their productivity.
• Collaborating with our technical teams to escalate and resolve complex technical issues that require further investigation or specialized expertise.
• Assisting customers with setup, configuration, and troubleshooting of software components, ensuring smooth integration with our platform.
• Documenting and tracking customer issues and resolutions in our CRM, maintaining accurate and detailed records for reference and analysis.
• Staying updated on product updates, new features, and technical advancements, continuously expanding your knowledge and expertise to better assist customers.
• Responding to customer calls, emails, and live chat queries with professionalism and expertise, leveraging your product knowledge to provide accurate and helpful assistance.
• Monitoring all inboxes regularly to review and respond accurately and efficiently to client emails on a timely basis, ensuring that each inquiry receives a comprehensive response or a holding email while further investigation is conducted.
• Ensuring that all emails in their personal inbox and group mailboxes are managed within SLA (with an average response time of 45 mins or less), demonstrating efficiency and attentiveness to client communications.
• Respond to incoming calls within 5 seconds or less and address the client's concern. Any missed calls must be promptly returned within 24 hours to uphold our commitment to excellent customer service.
• Responding to customer inquiries and resolving issues in real-time through live chat, adhering to established chat support guidelines and procedures, including response time targets, quality assurance standards, and confidentiality requirements, while maintaining a high level of accuracy and responsiveness, ensuring that each customer receives prompt and effective assistance.
• Working diligently to build and maintain customer confidence in our brand, ensuring that every interaction leaves a positive impression.
• Identifying opportunities to promote additional products and services where relevant, contributing to the growth and success of the organisation.
• Demonstrating a thorough understanding of regulatory requirements and industry standards relevant to our products and services, ensuring that all interactions with customers adhere to applicable compliance guidelines.
• Adhering to scheduled work hours and shifts, arriving promptly at the designated start time, and remaining available until the end of your shift.
• Adhering to quality assurance measures and performance metrics established by the organization, striving to consistently meet or exceed targets for customer satisfaction, response times, resolution rates, and other key indicators.
• Participating in cross-functional collaboration with other departments, such as Sales, Marketing, or Product Development, to address customer needs or implement new initiatives.
• Assisting with special projects or initiatives aimed at improving customer satisfaction, operational efficiency, or team performance.

What We're Looking For:

• 2-3 years of relevant experience in technical support or a related field.
• Candidate must possess at least Bachelor's Degree in any field.
• Technical proficiency in software and hardware support.
• Strong communication skills for clear customer interactions.
• Customer-centric approach with problem-solving abilities.
• Attention to detail and adherence to procedures.
• Ability to collaborate effectively in a team.
• Excellent time management and organizational skills.
• Commitment to continuous learning and compliance awareness.
• Work From Home setup - candidates are required to have a conducive work from home set up with stable internet connection of at least 20mbps.
• Willing to work night shifts and be available on weekends and Philippine holidays.

QUALIFICATIONS:

• Must have a Bachelor's Degree

• Must have at least 1 year of experience in customer-focused, support environment

• Must have experience in providing support via email and phone

• Must have experience in troubleshooting SaaS applications

• Must have experience with JavaScript, HTML, and XML

• Must have excellent Communication Skills

• Experience with Service Cloud knowledge a plus

DUTIES AND RESPONSIBILITIES:

• Delight customers by providing timely, expert advice

• Act as the first level of support for questions, issues, and common tasks

• Prioritize cases and respond to inquiries with speed and precision

• Use written and verbal communication to resolve complex, technical issues

• Support the overall objective of Medallia

• Carry out ad hoc tasks or activities associated with the Technical Support Agent functions

and/or tasks within the capability and pay grade of the Technical Support Agent as may be assigned.

Role : Technical Support Agent

Location : MOA, Pasay

Work Type : Hybrid Setup (1x-2x a month RTO)

Work Shift : Night

Job Description:

Associate Degree Holder or Bachelor's Degree Holder (Please note that we cannot process high school and college undergraduates for this role)

Minimum 1-3 years of experience in a customer-focused, support environment

Has experience in providing support via email and phone

REQUIRED - Work experience in troubleshooting SaaS applications

REQUIRED - Work experience with JavaScript, HTML, and XML

Experience with Service Cloud knowledge a plus

Excellent Communication Skills

Note :

Interested candidates feel free to share your updated resume to

Key Responsibilities:

• Delight customers by providing timely, expert advice
• Act as the first level of support for questions, issues, and common tasks
• Prioritize cases and respond to inquiries with speed and precision
• Use written and verbal communication to resolve complex, technical issues
• Carry out ad hoc tasks or activities associated with the Technical Support Agent functions and/or tasks within the capability and pay grade of the Technical Support Agent as may be assigned.

Job Requirements and Credentials:

• Graduate of B.S. Computer Science or similar degree
• Minimum 1-3 years of experience in a customer-focused, support environment
• Proven track record of driving change focused on improving the customer experience
• Excellent written and verbal English required
• Foreign language fluence preferred (Spanish, Mandarin, Japanese, Korean)
• Experience with JavaScript, HTML, and XML a plus
• Experience with Medallia and Service Cloud knowledge a plus
• Ability to learn on the fly and prioritize conflicting tasks

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Duties and Responsibilities:

• Responding to customer queries in a timely and accurate way, via phone, email or chat

• Identifying customer needs and helping customers use specific features

• Analyzing and reporting product malfunctions

• Maintaining a positive, empathetic, and professional attitude toward customers at all times

• Responding promptly to customer inquiries

• Communicating with customers through various channels

• Acknowledging and resolving customer complaints

• Performing other tasks as required by the client

• Regularly aiming to improve the quality of customer interactions

• Being a team player; having fun and working with a team to hit client targets

Job description:

We're seeking a Technical Customer Experience Specialist to join our dedicated support team, focusing on online chat, email, and video or call interactions with our valued customers. As a key member of our customer experience team, you will be at the forefront of providing technical support for cutting-edge Internet of Things (IoT) products, featuring advanced technologies like Matter and Thread, as well as connecting to WiFi or Bluetooth. Reporting directly to the CX Supervisor, you will collaborate closely with cross-functional teams to ensure a seamless and positive customer journey.

We are looking for tech-savvy individuals who are passionate about technology and enjoy diving into the nitty-gritty details.

To excel in this role, you should possess excellent communication skills, empathy, and a passion for delivering exceptional customer service with a technical focus. The ideal candidate is proactive, detail-oriented, and thrives in a dynamic and fast-paced environment. If you enjoy problem-solving and have a positive attitude towards technology, we encourage you to apply.

What You'll Do

Your primary responsibilities will involve providing top-notch online chat, email, and video or call support to customers, with a specific focus on technical troubleshooting for our IoT products. This includes addressing order inquiries, facilitating product replacements, offering some non-technical assistance, and responding to general product inquiries. You will play a crucial role in enhancing the overall customer experience by ensuring timely and accurate resolutions, particularly in the technical aspects of our products.

Responsibilities

• Product Replacements: Facilitate the replacement process for damaged or defective products, ensuring proper troubleshooting and customer satisfaction.
• General Product Inquiries: Provide detailed information about our products, features, and specifications to customers seeking assistance.
• Customer Communication: Communicate effectively with customers through online chat, email, and video or calls, demonstrating empathy and professionalism.
• Issue Resolution: Troubleshoot and resolve customer issues, escalating complex cases to higher levels of support when necessary.
• Documentation: Maintain accurate and detailed records of customer interactions and transactions.
• Continuous Improvement: Proactively identify areas for process improvement and contribute to enhancing the overall customer support experience.
• Shift Reliability: Be on time and present on scheduled workdays.
• Performance Management: Know their KPIs and make themselves aware of their status.
• Product Expertise: Use provided training materials and similar resources. Manage personal learning (self-study, make time to review updates, pay attention to roll-outs).
• Consequence Management: Know the consequences of their actions. Learn and refer to the employee handbook and disciplinary action as needed.

Requirements

• Minimum of 2 years of relevant experience working in a technical customer service or support role.
• Previous experience specifically in online chat and email support is highly desirable.
• Exceptional communication skills, both written and verbal, with a customer-focused approach.
• Ability to empathize with customers and provide solutions to meet their needs.
• Strong analytical and problem-solving skills to effectively address customer inquiries and issues.
• Familiarity with customer support tools and platforms.
• Comfortable navigating and using email, chat, and video or call systems efficiently.
• Excellent organizational skills with the ability to manage multiple customer interactions simultaneously.
• Ability to adapt to changes in policies, procedures, and product offerings.
• Ability to recognize and escalate complex issues to higher levels of support when necessary.

Preferred but not required:

• Smart home technology knowledge.
• PC or Console gaming experience.
• Zendesk Experience.
• Confluence Experience.
• Experience working with an Internet Service Provider (ISP).
• Experience troubleshooting devices with Bluetooth, Thread, or Matter.

If you're a nerd at heart and love exploring the latest tech trends, you'll fit right in

Job Types: Fixed term, Temporary

Contract length: 6 months

Pay: Php25, Php30,000.00 per month

Benefits:

• Paid training
• Work from home

Experience:

• Technical support: 2 years (Required)

Work Location: Remote