Customer Service Support Specialist
Job Summary
Serving as the first point of contact for the Security Operations Center, the full-time remote Customer Service Support Specialist will handle inbound requests, triage tickets, perform first-level resolutions, and escalate complex issues while supporting U.S.-based clients from the Philippines.
Key responsibilities
- Answer inbound calls and route them to the appropriate department based on a call tree
- Perform ticket triage, categorize, prioritize, and document all interactions in Jira
- Assist with portal access issues, including password resets and login troubleshooting
Required qualifications
- Minimum of 2 years' experience in an IT support role
- Experience in technical support and customer service within a BPO company
- Hands-on experience with enterprise firewall platforms
- Familiarity with SIEM tools and security operations workflows
- Strong understanding of networking fundamentals and intermediate-level troubleshooting skills
Complete Job Description
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