Level 2 (SaaS | API) Support Specialist | AU | Ortigas

Setup and Location: Onsite - Ortigas

Work Schedule: 9:00 AM – 6:00 PM AEDT | 7:00 AM – 1:00 PM PHT

Employment Type: Full-Time

Ready to do work that actually excites you?

We are looking for a Level 2 Support Specialist to serve as the primary point of contact for customers, ensuring timely and professional handling of inquiries, issues, and service requests. The role is responsible for triaging incoming concerns, identifying the nature of issues, coordinating with appropriate stakeholders, and managing support tickets through resolution while delivering a positive customer experience. The ideal candidate possesses

strong communication, administrative, and problem-solving skills, and this role is critical for maintaining customer satisfaction, operational efficiency, and effective issue resolution.

What You'll Do:

You’ll be the kind of person who:

• Serve as the first point of contact for customer inquiries, incidents, and support requests.
  
• Triage and assess incoming issues to determine whether they are technology-related, business process-related, compliance-related, or require escalation to specialized teams.
  
• Gather relevant information and ask clarifying questions to accurately understand customer concerns and requirements.
  
• Create, update, monitor, and manage support tickets through to completion, ensuring accurate documentation and timely follow-up.
  
• Escalate complex issues to the appropriate teams or stakeholders while maintaining ownership and visibility of the ticket lifecycle.
  
• Communicate updates, resolutions, and next steps to customers in a clear and professional manner.
  
• Ensure customers receive a high standard of service and feel acknowledged, supported, and informed throughout the resolution process.
  
• Collaborate with internal teams to facilitate efficient issue resolution and service delivery.
  
• Monitor ticket queues and support workflows to ensure service levels and response expectations are met.
  
• Maintain accurate records of customer interactions, issue resolutions, and support activities.
  
• Identify recurring issues and provide feedback to relevant teams to support process improvements and service enhancements.
  
• Adhere to established support processes, procedures, and service management frameworks where applicable.
  

Requirements

What You Bring

We’re looking for someone who:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
  
• 3+ years of experience in customer support, technical support, service desk, help desk, or a similar client-facing role.
  
• Strong customer service skills with the ability to build rapport and maintain positive customer relationships.
  
• Excellent verbal and written English communication skills.
  
• Experience managing support tickets and tracking issues through to resolution using ticketing systems.
  
• Strong administrative, organizational, and documentation skills with a high level of attention to detail.
  
• Ability to assess, prioritize, and troubleshoot issues while maintaining accuracy and professionalism.
  
• Exposure to API-based or API-first software environments is an advantage.
  
• Familiarity with IT service management frameworks such as ITIL or similar methodologies is preferred.
  
• Strong problem-solving and critical-thinking abilities.
  
• Ability to work independently, take ownership of tasks, and manage responsibilities with minimal supervision.
  
• Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders.
  
• Technical background or foundational knowledge of information technology concepts is advantageous
  
• Payroll, HRIS, workforce management, compliance, or fintech/regtech experience is advantageous.
  

Benefits

Why You’ll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more
  

Let’s Talk

If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.