Customer Service Support Specialist

Job Summary

Serving as the first point of contact for the Security Operations Center (SOC), the full-time Front-Line Support professional will handle inbound customer support requests, triage tickets, and perform first-level resolutions on identity and access-related issues while working remotely from the Philippines.

Key responsibilities

• Answer inbound calls and route them to the appropriate department based on a call tree
• Document all interactions and resolutions in Jira, maintaining consistent coverage across 24-hour shifts
• Assist customers with portal access issues and escalate unresolved or complex issues to the appropriate internal team

Required qualifications

• Minimum of 2 years' experience in an IT support role, preferably in a BPO company
• Experience handling U.S.-based clients/customers for at least 2 years
• Proficiency with Jira and familiarity with security operations workflows
• Strong understanding of networking fundamentals and basic troubleshooting skills
• Ability to work under pressure and adapt to new technologies