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Manila Recruitment

Technical Support Agent

Manila Recruitment

. Provide behind-the-scenes support for Customer Success Specialists training new software users .

Posted 9/22/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and chat support skills, with a focus on troubleshooting and problem-solving in the IT and finance sectors. Proficient in using ticketing systems like Intercom and Zendesk, with a keen attention to detail and ability to manage account customizations and health checks.

Highest-signal resume keywords
Customer Success ExperienceIT Chat SupportIntercom Ticketing SystemTroubleshooting SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SupportAccount CustomizationBug ReportingData ManagementSoftware Training
Soft Skills
Strong CommunicationProactive AttitudeProblem-Solving SkillsCan-Do Attitude
Tools & Technologies
IntercomZendeskCloud SoftwareSpreadsheets
Industry Keywords
Mortgage BrokingBankingFinanceBPO IndustryLoan Processing

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Provide behind-the-scenes support for Customer Success Specialists training new software users
  • Provision new subscriber accounts, including environment setup, password issuance, and learning-tool access
  • Respond rapidly to customer support queries through the Intercom help desk
  • Resolve simple requests immediately
  • Investigate and solve complex requests
  • Log bug reports in JIRA for the development team
  • Update client workflows and perform account customizations supporting app implementation
  • Conduct account health checks to assess software usage and enable targeted support
  • Action subscription upgrades, downgrades, and cancellations
  • Keep documentation updated as features evolve

Requirements

What you’ll need
  • Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required
  • Experience in the mortgage broking industry highly desirable
  • Strong customer service or chat support experience in the IT industry considered
  • Experience working in the broking, banking, and finance industries highly preferred
  • BPO industry experience considered when handling relevant accounts
  • High comfort using computers, cloud software, and ticketing systems such as Intercom or Zendesk advantageous
  • Proficiency with other ticketing systems considered
  • Excellent attention to detail
  • Comfort with spreadsheets and data
  • Strong written and verbal communication
  • Troubleshooting and problem-solving skills
  • Ability to be proactive
  • “Can-Do” attitude
  • Excellent English communication skills, written and verbal
  • Experience with technical support or training useful but not essential
  • Experience with loan processing or finance useful but not essential
  • Ability to work Monday–Friday rotating shifts starting from 6AM–8AM Philippine time, with 8 hours of work excluding lunch break

Benefits

Comp & perks
  • Home-based work setup
  • Work-life balance
  • Career growth
  • Skills improvement
  • Challenging work with a highly visible contribution