Support Learners with Clarity and Care
In this role, you’ll be the first point of contact for individuals seeking help with digital credential services. You’ll respond to inquiries through phone, live chat, and web-based cases, offering guidance that’s both technically accurate and easy to understand. Your ability to listen actively and communicate clearly will help users overcome obstacles efficiently.
Key Responsibilities
- Respond to customer questions using phone, chat, and support tickets, ensuring timely and accurate assistance
- Explain technical processes and policy requirements in simple, empathetic terms
- Diagnose and resolve user issues related to account access, document delivery, and system navigation
- Review submissions for completeness and adherence to established guidelines
- Document interactions and maintain data integrity across multiple platforms
- Collaborate with team members to improve resolution methods and share insights
- Meet performance benchmarks including response time, accuracy, and resolution rate
- Keep stakeholders informed about case status and resolution progress
What You Bring
- Proven experience in high-volume customer support, particularly with technical or digital services
- Strong problem-solving skills and comfort navigating software and hardware challenges
- Excellent organizational abilities and the capacity to manage time effectively
- Ability to work independently and contribute within a team environment
- A self-driven attitude with focus on accountability and follow-through
- Adaptability in a changing environment with shifting priorities
- Familiarity with remote collaboration tools and virtual support systems
Preferred Background
- Experience in customer service within an education or academic setting
- Background using Salesforce, virtual phone systems, or similar platforms
- Proficiency with Microsoft Office and Google Workspace applications
Work Environment
This position operates in a flexible work model with a primary location in Quezon City. The team supports a mix of remote, hybrid, and in-office collaboration based on role and team needs. You’ll use digital tools to stay connected, solve problems, and deliver consistent service.
Benefits and Culture
Full-time team members receive competitive pay and participate in an ownership program, reflecting our belief that everyone contributes to shared success. We offer generous time-off policies, wellness resources, mental health support, and professional development opportunities including tuition reimbursement. Our culture emphasizes inclusivity, meaningful collaboration, and treating people well—because diverse perspectives lead to better outcomes.
Equal Opportunity
We are committed to fair and inclusive hiring practices in every country we operate. All candidates must pass a background check. To protect system integrity, identity verification is required, including confirmation of legal name, location, and contact details. Providing false or misleading information will disqualify an application.
