L1 Support Specialist

About the Role

As a pivotal member of our team, the Level 1 Support Specialist plays a crucial role in delivering exceptional front-line customer assistance within a dynamic and technically oriented environment. Collaborating closely with our global Customer Experience team, you will be the first point of contact for customers, triaging and resolving standard issues, and ensuring customers are kept informed. Fostering teamwork, support, and collaboration are at the core of this role.

Work Set-up: Hybrid - 3x a week onsite - The Enterprise Center, Ayala, Makati City

Work Schedule: Shifting schedule across multiple time zones (EMEA, US, PST) with weekend coverage (9 hours per day)

What You'll Do

• Serve as the first point of contact for customers via email, Live Chat, Teams, and other channels, providing Level 1 support across the Microsoft 365 ecosystem.
• Handle and triage customer issues related to Microsoft 365 applications and services, following established procedures to provide timely and effective resolutions.
• Perform basic troubleshooting and issue replication for common Microsoft 365 issues, including login, access, email, Teams, and other user-related problems.
• Accurately log, categorize, prioritize, and manage Microsoft 365 support tickets in Zendesk according to established guidelines and service levels.
• Identify issues requiring deeper technical investigation and escalate them to Level 2 Support or Development following documented escalation procedures.
• Maintain clear and timely communication with customers regarding their Microsoft 365 support requests, troubleshooting progress, and ticket status.
• Assist in testing and validating fixes for Microsoft 365-related issues before release or deployment.
• Contribute to and maintain product knowledge resources, including Microsoft 365 FAQs, how-to guides, troubleshooting documentation, and knowledge base articles.
• Adhere to the organization's information security policies and requirements, including secure access management, incident reporting, and proper handling of customer and Microsoft 365 account information.

What You Bring

• Proficient in English (written and verbal)
• Strong customer-service mindset and communication skills, with the ability to explain technical information in a clear, non-technical way.
• Basic to intermediate proficiency across all Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID/Azure AD) and willingness to deepen this knowledge.
• Experience with basic troubleshooting and issue replication.
• Demonstrated problem-solving abilities and willingness to learn how to differentiate development issues from support issues.
• Experience using service management tools (e.g., Freshdesk, Zendesk, ServiceNow, or similar).
• Ability to follow documented procedures and contribute feedback to improve them.
• Proficiency in creating simple internal and customer-facing documentation is a plus.
• Basic knowledge of Active Directory/Azure Active Directory and hybrid environments is a plus.