Telecommunications Support Specialist – Genesys
ComPsych
CloudVoIP
Customer Support Executive – US-Legal Tech
Catena
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Respond to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
- Troubleshoot basic platform issues or user confusion, including document upload errors and account access
- Reference and interpret the company’s internal 100-page guidebook to deliver accurate and helpful support
- Escalate complex issues internally and follow through until resolved
- Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
- Tag recurring issues for process improvements or documentation updates
- Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch.
- Assist with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination
Requirements
- Neutral English accent and exceptional written English
- Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours
- Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses
- Strong attention to detail and comfort following particular procedures
- Can work independently and reliably with little supervision during early morning hours.
- Background in legal tech or B2B SaaS support
- Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms
- Familiarity with SaaS onboarding flows and knowledge base creation
- Prior exposure to U.S. professional services (especially law or finance)
- Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members
Benefits
- Competitive Salary: To be discussed during the interview
- Remote Work: Fully remote—work from anywhere
- Generous PTO: Ample paid time off to rest and recharge
- Direct Mentorship: Grow through guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Work and connect with professionals around the world
- Work-Life Balance: Flexible hours that support a healthy work-life balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttroubleshootingSOP designQA testingticket handlingdocumentation updatesprocess improvementZendeskIntercomSaaS onboarding
Soft skills
exceptional written Englishattention to detailindependencereliabilitycalm communicationtech-savvinessmentoringtrainingproblem-solvingfollowing procedures
