We're Hiring: Tier 1 Customer Support Specialist
Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment We got you covered!
We are currently on the lookout for a Tier 1 Customer Support Specialist to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!
Role: Tier 1 Customer Support Specialist
Work Arrangement: Work from Home
Location: Any CS PH Branch — Makati/Ortigas/Pampanga/Cebu/Davao
Schedule: Night shift
Job description:
Key Responsibilities
Customer Support
- Serve as the first point of contact for customer inquiries through phone, email, and chat.
- Resolve Tier 1 support requests, including login issues, password resets, user provisioning, navigation assistance, and basic troubleshooting.
- Provide guidance on product functionality and answer general application questions.
- Communicate system outages, maintenance notifications, and known issues to customers.
- Deliver a professional customer experience during every interaction.
Customer Account Administration
- Perform customer account maintenance and data entry activities across support systems.
- Process user provisioning requests, including activating and deactivating customer access through Salesforce-driven workflows.
- Complete customer account updates, permission changes, licensing requests, and operational system administration tasks.
- Maintain accurate customer records and documentation within Salesforce, Zendesk, and other internal systems.
Operational Support
- Complete operational tasks supporting customer onboarding, account maintenance, and system administration.
- Assist Customer Success, Implementation, Account Management, Sales, and other internal departments with administrative and operational requests as needed.
- Execute Salesforce ticket updates and workflow requests accurately and within established service level expectations.
- Ensure all customer interactions and operational activities are documented thoroughly and accurately.
Escalation & Collaboration
- Escalate complex technical issues to Tier 2 and Tier 3 Support following established procedures.
- Document troubleshooting steps and customer impact to ensure effective handoffs.
- Collaborate with Product, Engineering, Customer Success, Implementation, and other cross-functional teams to support customer needs.
- Identify recurring issues, bugs, and product enhancement opportunities for escalation.
Qualifications and requirements:
- 1+ years of customer support, technical support, or SaaS support experience preferred.
- Strong customer service, communication, and problem-solving skills.
- Experience with CRM or ticketing platforms such as Zendesk and Salesforce preferred.
- Strong attention to detail with experience performing data entry and customer account administration.
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with APIs, integrations, reporting, or SaaS applications is preferred but not required.
Success Metrics
- Customer Satisfaction (CSAT)
- First Response Time
- First Contact Resolution (FCR)
- SLA adherence
- Quality Assurance (QA) scores
- Accuracy of customer documentation and data entry
- Accuracy and timeliness of Salesforce updates and account administration
- Escalation quality and documentation completeness
- Customer communication quality and professionalism
Perks & Benefits:
- Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
- Flexible leave credits which may be used for vacation, emergency and sick leaves
- Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
- Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
- Endless opportunities for career advancement
- Annual Performance Review with Salary Increase
- We set you up for success with a company-provided PC/Laptop and fiber internet connection
- Tech-on-wheels Support
- Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
- International career growth and connections
- Unlimited cash incentives for hired referrals
- Mental Wellness Employee Assistance program through Lifeworks
- In-house psychiatrist available to support employees well-being
- Become part of the Employee Share Units program
- Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
Cloudstaff : Build Your Career, Anywhere
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.
Why Cloudstaff is the #1 Workplace
- Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
- Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
- Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.
**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**
