1mo ago

Tier 1 Technical Support Specialist (APAC Seasonal) | Onsite

PH·Bridgetowne Quezon Citymid

Customer SupportTechnical Support Specialist

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Quick Summary

Key Responsibilities

Work tickets via phone or live chat from faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins).

Requirements Summary

Willingness to undergo a background check and pre-employment medical exam. Not required,

Technical Tools

Customer SupportTechnical Support Specialist

Work set up: Onsite | Exxa Tower, Bridgetowne, Ugong Norte, Quezon City
Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)
Employment Type: Seasonal | 3-month contract
Start Date: November 30, 2026

Responsibilities

~1 min read

→Work tickets via phone or live chat from faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins).
→Escalate tickets that are not resolvable to the Level 2 Support Team.
→Provide timely updates to users.
→Ability to thrive in a fast-paced, agile environment that requires critical thinking, problem-solving, adaptability, and learning on the job.

→High school diploma or equivalent.
→Fluent in English, with strong reading, writing, and speaking skills.
→Strong customer service, technical, troubleshooting, and analytical abilities.
→Proven experience managing customer service performance metrics, including but not limited to Quality, CSAT, NPS, VOC, and other equivalent KPIs.
→Proven ability to work independently in a self-directed environment.
→Ability to think quickly, communicate positively (even when delivering difficult news), and work proactively.
→Professionalism in handling clients and all interactions.
→A positive attitude and sense of humor — we appreciate people who bring energy to the team.
→Comfortable handling both phone calls and chats as scheduled, with strong schedule adherence and the ability to consistently follow assigned work schedules.
→Flexible and willing to work any schedule assigned after training, including weekends, holidays, and non-standard working hours, based on business and operational needs.

Validate and clarify the issue reported.
Answer how-to questions.
Fix end-user issues that are resolvable through the Canvas user interface.
Replicate, troubleshoot, and describe simple bugs.
Keep thorough, clear, and complete records in the ticketing system of all actions taken.
Escalate tickets not resolvable at the L1 level to the L2 Support Team.
Be friendly, efficient, and dependable, and always provide timely updates to users.
When assigned, create documentation of Support processes.

Requirements

~1 min read

Willingness to undergo a background check and pre-employment medical exam.

Nice to Have

~1 min read

Experience teaching or instructing at a school or college using educational technology similar to Canvas.
Experience supporting educational technology in a school or college setting.
Familiarity with cloud-based technology solutions.
Experience communicating and collaborating using tools like Slack and/or Jira.