Customer Service Representative II

SupportNinja

. Respond to customer and merchant inquiries via the Jira support ticketing system .

Posted 11/11/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service, particularly in handling inquiries and resolving issues related to payments and transactions. Proficient in using support ticketing systems and maintaining accurate records of customer interactions.

Highest-signal resume keywords

Customer Service ExperienceJira Support Ticketing SystemCommunication SkillsCRM KnowledgePayment Processing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServicePayment ProcessingTechnical Issue EscalationSupport Ticket ManagementTransaction Investigation

Soft Skills

Verbal CommunicationWritten CommunicationProfessionalismEfficiencyProblem-Solving

Tools & Technologies

JiraCRM SoftwareComputer Proficiency

Industry Keywords

Call Center ExperienceCustomer InteractionsEFT PaymentsCredit Card TransactionsRefunds

About the role

Key responsibilities & impact

Respond to customer and merchant inquiries via the Jira support ticketing system
Escalate technical-related requests to the technical team
Escalate customer success inquiries to the Account Management team
Assist with payment-related questions, including credit card transactions, EFT/PAD payments, refunds, and declined transactions
Investigate transaction issues and coordinate with internal teams to resolve them
Monitor and manage support tickets
Ensure timely follow-ups and resolutions
Escalate complex technical or payment issues when necessary
Deliver friendly, professional, and efficient customer service
Maintain accurate records of customer interactions and resolutions

Requirements

What you’ll need

2 years of previous customer service experience, preferably in a call center environment
Strong communication skills, both verbal and written
Knowledge and experience with a CRM preferred
Proficient in using computers and various software applications
Schedule availability from 9AM–5PM EST, Monday–Friday, with a shifting schedule every quarter
Must be based in the Philippines

Benefits

Comp & perks

Competitive compensation
Adherence to government-mandated benefits
Retirement Savings Program with Company Matching
Life Insurance
HMO on day 1
Paid time off
Birthday leave
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Employee Referral Program
Work-from-home arrangement using BYOD (Bring-Your-Own-Device)