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IT Support Representative (Tier 3)

13 hours, 42 minutes ago
Philippines
Full-time
Junior
Customer Support
Technical Writing and Documentation
Confluence CSS HTML HTTP HubSpot JavaScript JIRA JSON Salesforce TLS XML
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Hire Premium Sales & Support Global Team - CrewBloom

Hire Premium Sales & Support Global Team - CrewBloom

CrewBloom is a matchmaking platform for sales and support talent, connecting high-growth companies with highly vetted professionals globally. With a focus on reducing hiring costs by up to 70% and ensuring compliance, we facilitate quick and efficient ...

Professional Services
51-250
Founded 2016
View All Jobs 193

Description

  • Triage and manage a wide range of support tickets from internal teams and external customers.
  • Gather complete issue details, including debugging steps and reproduction information where applicable.
  • Route unresolved tickets to the appropriate teams or groups for investigation and resolution.
  • Serve as the ongoing point of contact for ticket reporters and customers throughout the support process.
  • Communicate carefully to protect sensitive internal discussions while keeping reporters updated on ticket status.
  • Support requests related to onboarding, offboarding, equipment issues, platform problems, process questions, finance issues, and reporting needs.
  • Handle customer issues involving login, password resets, access problems, SSO or proxy access, usage stats, and subscription inquiries.
  • Use support tools and documentation systems to track cases, search for answers, and maintain knowledge base content.

Requirements

  • Excellent English communication skills, both verbal and written.
  • Strong attention to detail.
  • Resourcefulness and the ability to think outside the box.
  • Ability to use Google or AI tools to research answers and troubleshoot issues.
  • Experience managing tickets in Jira.
  • Ability to use Confluence to maintain support documentation and a knowledge base.
  • Moderate Salesforce skills, including searching records and performing basic edits.
  • Basic HubSpot skills.
  • Solid understanding of HTML, CSS, and JavaScript.
  • Ability to perform standard debugging for website issues and use browser console logs.
  • Decent understanding of computer networks, including HTTPS vs. HTTP, public IP addresses, domain names, firewalls, and proxy servers.
  • Basic understanding of SSO.
  • Familiarity with XML and JSON is a plus.
  • Primary internet connection with a minimum speed of 15 Mbps.
  • Backup internet connection with at least 10 Mbps and capability to support work during a power outage.
  • Desktop or laptop with at least an Intel Core i5 8th generation or newer, Intel Core i3 10th generation or newer, AMD Ryzen 5, or equivalent processor.
  • Minimum 8 GB RAM.
  • Backup device that meets or exceeds an Intel Core i3 processor and is functional during power interruptions.
  • Functioning webcam.
  • Noise-canceling USB headset.
  • Quiet, dedicated home office space.
  • Smartphone for communication and verification purposes.

Benefits

  • Fun, inclusive, innovative culture that supports professional growth.
  • Daily opportunities to learn, innovate, and make an impact.
  • Career growth resources and advancement opportunities.
  • High-energy, engaging work environment.
  • Flexible work-from-home or work-from-anywhere arrangement.
  • Improved work-life balance with less commuting and more personal time.

Interested in this position?

Apply directly on the company website

Apply Now

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