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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on client satisfaction and service excellence, utilizing effective communication and problem-solving abilities to navigate customer inquiries and support needs. Proficient in using modern support tools and cloud-based applications to enhance customer experience.
Highest-signal resume keywords
Customer Service ExperienceSaaS Product SupportStrong Verbal And Written CommunicationExperience With ZendeskAttention To Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceTechnical SupportCloud-Based ApplicationsHelp Article CreationData Logging
Soft Skills
Analytical ThinkingAdaptabilityResourcefulnessEmpathySolutions-Oriented
Tools & Technologies
ZendeskIntercomGuruSlackJira
Industry Keywords
Customer Experience Best PracticesClient SatisfactionFast-Moving EnvironmentCustomer FeedbackTechnical Troubleshooting
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Act as the primary point of contact for customers
- Handle customer consultation calls and general inquiries
- Provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism
- Escalate to the Technical Support team when technical troubleshooting is required
- Understand customer needs, guide them through the platform, and follow up to ensure inquiries are addressed
- Guide customers on platform navigation, features, and task completion
- Respond to usage questions using help articles, internal resources, and predefined workflows
- Follow established processes and standard responses to ensure consistency and quality
- Contribute to support resources such as help articles and guides
- Collect customer feedback, identify common trends, and share insights with internal teams
- Log requests and keep teams updated on customer needs
- Meet personal and team goals such as CSAT and response times
- Own customer communication end to end and ensure timely, consistent follow-up
- Escalate platform or technical issues to appropriate teams without performing technical diagnosis
Requirements
What you’ll need- An analytical and critical thinker with strong attention to detail
- Passionate about client satisfaction and service excellence
- Adaptable, resourceful, and solutions-oriented
- Comfortable operating in a fast-moving, growth-stage environment
- Able to work independently with minimal supervision while collaborating effectively with teams
- Available to work onsite at Cyberscape Gamma Tower, Ortigas Center, Pasig City
- Available to work US hours
- Bachelor’s degree in any field
- 2 years of customer service experience across email, phone, or chat support
- Previous experience supporting SaaS products or working in a tech environment
- Proven ability to provide exceptional customer support
- Strong verbal and written communication skills
- Excellent reading comprehension and strong customer-facing communication
- Strong and effective phone contact handling skills
- Ability to understand and communicate complex ideas clearly to customers
- Experience with modern support tools such as Zendesk, Intercom, Guru, Slack, or Jira is a plus
- Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and Microsoft Office
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Intermediate understanding of customer experience best practices
- Strong customer orientation and the ability to adapt to different customer personalities and situations