Responsibilities
- Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets
- Clearly and empathically explain complex policies, procedures, and technical steps
- Troubleshoot user issues and guide customers through our electronic systems
- Review and evaluate applications for completeness and compliance with guidelines
- Efficiently manage client inquiries through a web-based ticketing system
- Maintain accurate records and enter data across various platforms
- Collaborate with team members to resolve issues and share best practices
- Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution.
- Proactively communicate updates and resolutions to key stakeholders
Requirements
- Strong customer service skills, with a background in high-volume support environments
- Excellent communication and active listening abilities
- Experience troubleshooting hardware and software issues
- Comfortable using technology to solve problems and help others
- Strong organizational and time management skills
- Able to work both independently and collaboratively
- Self-motivated with a proactive, solutions-oriented mindset
- Demonstrated ability to adapt to a fast-paced, constantly evolving environment
- A track record of accountability, ownership, and delivering on commitments
- Comfortable with remote tools and virtual collaboration platforms
- Fluent in English and Spanish
Benefits
- Competitive compensation, plus all full-time employees participate in our ownership program
- Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
- Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
- Comprehensive wellness programs and mental health support
- Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
- The technology and tools you need to do your best work
- Motivosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection
Work Arrangement
On-site
Team
Structure: dedicated support team
Additional Information
- This role is onsite, at our Manila office.
- Work schedule: Monday–Friday, 8-hour shifts scheduled between 7:00 PM – 9:00 AM PHT (equivalent to 7:00 AM – 9:00 PM EST).
- Candidates must be available and willing to work any assigned shift within this timeframe.
- All employees must pass a background check as part of the hiring process.
- Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
- Any attempt to misrepresent personal or professional information will result in disqualification.
