AU Customer Technical Software Support (Onsite) | ZR_879_JOB

• Triage support tickets in Zendesk.
  
• Categorize issues (how-to, bug, customization) and manage accordingly.
  
• Jump on calls with clients to clarify, troubleshoot, or follow up.
  
• Document your findings clearly and log all calls/resolutions.
  
• Collaborate with internal teams (Dev, Accounts, etc.).
  
• Manage template change requests and client approvals.
  
• Conduct testing and document results.
  
• Contribute to the internal knowledge base.
  

Requirements

• You’ve got 2+ years in technical software support.
  
• You speak fluent English—both tech and human.
  
• You’re proactive, self-driven, and crazy-organized.
  
• You thrive on juggling tickets, tools, and timelines.
  
• You love turning vague questions into clear solutions.
  
• Bonus if you’ve used Zendesk, Jira, Zoom, and Confluence.
  

• Background in IT, CS, or a related tech field.
  
• You’ve supported software products and understand SDLC.
  
• You’ve worked with customers directly—phone, email, or chat.
  
• You’ve tested fixes, raised bugs, and written task briefs.
  

• You like structure—but also know how to improvise. You’re friendly, patient, and people-first, even when handling bugs or tight deadlines. You ask smart questions, document what matters, and love working in a collaborative, remote-hybrid setup.
  

• Make every customer feel like a VIP.
  
• Solve issues before they escalate.
  
• Turn feedback into fixes and features.
  
• Constantly learn and improve.
  

• Ticket resolution speed and accuracy.
  
• Client satisfaction and call quality.
  
• Contribution to the knowledge base.
  
• Feedback from internal and external teams.
  

• Onsite in Eastwood, Quezon City.
  
• Day-shift (AEST) ; Monday to Friday.
  

Benefits