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Job Post Details

Support Associate - job post

Wattpad
4.4 out of 5 stars
Makati
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Full-time

Location

Makati

Full job description

We are seeking a high-performing Customer Support Agent to join our BPO operations team. In this fast-paced, high-volume environment, you will manage customer interactions via email, delivering timely, accurate, and empathetic support. The ideal candidate is a proven multitasker with strong Zendesk expertise who thrives under pressure and consistently meets or exceeds SLA targets.

What You’ll Do:

  • Handle 50–80+ concurrent user interactions daily via email, maintaining quality and accuracy across all active queues.
  • Triage, prioritize, and resolve incoming tickets in Zendesk, applying correct macros, tags, and SLA policies with precision.
  • Switch rapidly and efficiently between multiple tasks without loss of context or quality.
  • Escalate complex or high-priority issues to specialized teams using correct Zendesk workflow procedures.
  • Maintain detailed, well-structured ticket notes and documentation within Zendesk to ensure seamless case handoffs.
  • Monitor and manage personal ticket queue to ensure zero SLA breaches; proactively surface at-risk tickets to team leads.
  • Collaborate in real time via internal tools (Slack, internal chat) while simultaneously handling live customer cases.
  • Contribute to knowledge base articles and FAQs to reduce repeat ticket volume.
  • Meet or exceed KPIs including CSAT, First Reply Time, Full Resolution Time, and tickets handled per hour.

Minimum Qualifications: Required Qualifications:

  • 2–3 years of hands-on customer support experience in a BPO environment.
  • 2–3 years of direct, daily Zendesk experience — not just familiarity; must have worked within Zendesk as a primary tool for at least 2 years.
  • Strong written and verbal communication skills in English; additional languages are a plus.
  • Proficiency with Zendesk features: Views, Macros, Triggers, Automations, Tags, Ticket Forms, and Reporting/Explore.
  • Proven track record of meeting SLA targets in a metrics-driven environment.
  • Ability to work flexible shifts including evenings, weekends, and holidays as required.
  • Comfortable with routine and repetitive tasks, with a strong focus on accuracy and consistency.

Preferred Qualifications:

  • Zendesk Agent Certification.
  • Familiarity with QA tools such as MaestroQA, Klaus, or Playvox.
  • Experience using AI-assisted response suggestions or automation within Zendesk.

Kalibrr Remote is Kalibrr Technology Ventures Inc tech-based service that provides Small and Medium Enterprise businesses based outside the Philippines with access to the best offshore Filipino talent at the quickest possible time. Backed by almost 10 years of matching the right talents with the right companies, Kalibrr provides both jobseeker and recruiter with the security, tools and expertise to be successful through a Remote work engagement. As a country, we have solidified our image as the “BPO capital of the world,” Now, Kalibrr Remote will make the Philippines the “Remote Workforce Capital of the World.”
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