{"id":3726862,"url":"https://alion.io/job/global-staff-network-customer-support-specialist","title":"Customer Support Specialist","company":{"id":4420341,"name":"Global Staff Network","domain":"globalstaffnetwork.com","url":"https://alion.io/company/global-staff-network","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Davao City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T06:02:33Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-10T15:17:42Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Customer Support Specialist\nSchedule: Monday to Friday | 6:00AM to 3:00PM PH\nLocation: Matina IT Park Davao City | Onsite\nAbout the Role\nWe are looking for a curious, resourceful, and customer-focused Customer Support Specialist to join the team. The successful candidate will serve as one of the first points of contact for customers, assisting them with navigating the SaaS platform, addressing software-related concerns, and making the most of its features and capabilities.\nThis is a hands-on and varied role that offers exposure to customer support, technical troubleshooting, customer onboarding, product development, artificial intelligence (AI), and process improvement.\nPrevious experience in the technology or Software-as-a-Service (SaaS) industry is not required but would be an advantage. The ideal candidate is someone who demonstrates initiative, sound judgement, critical thinking, and a genuine willingness to learn. They should be comfortable exploring unfamiliar challenges, asking questions, and taking ownership of tasks through to completion.\nThe role also involves working closely with different internal teams to share knowledge, communicate customer insights, and contribute to continuous product and service improvements.\nKey Responsibilities\n1. Customer Support and Assistance\nRespond to customer enquiries through live chat, email, and phone, providing timely, clear, and practical assistance.\nGuide customers in navigating the SaaS platform and understanding its features and functionality.\nAssist customers with general software-related concerns and questions.\nProvide appropriate solutions and guidance while ensuring a positive and consistent customer experience.\nMaintain professional and helpful communication when handling customer concerns and challenging situations.\n2. Technical Troubleshooting and Issue Resolution\nInvestigate and troubleshoot software-related issues reported by customers.\nIdentify potential causes of technical problems and work towards practical solutions.\nCoordinate with the Product and Development teams when issues require further technical investigation or resolution.\nEscalate complex or unresolved concerns to the appropriate team members.\nFollow through on reported issues and communicate relevant updates to customers and internal stakeholders.\n3. Knowledge Management and Documentation\nCreate, update, and maintain help centre articles, troubleshooting guides, and customer support resources.\nDevelop clear and practical instructions to help customers understand and navigate the SaaS platform.\nDocument recurring customer enquiries, common technical issues, and their corresponding resolutions.\nShare product knowledge and relevant information with internal teams to support consistent customer assistance.\nContribute to the continuous improvement of internal documentation and knowledge-sharing resources.\n4. AI, Automation, and Process Improvement\nExplore and utilise AI tools and automation to improve customer support processes and daily workflows.\nIdentify opportunities to streamline repetitive tasks and improve troubleshooting efficiency.\nParticipate in exploring new technologies and digital tools that may enhance support operations.\nSuggest practical improvements to existing workflows, processes, and support procedures.\nRemain open to learning and adopting new tools and technologies as the business evolves.\n5. Product Feedback and Continuous Improvement\nGather and communicate customer feedback, recurring concerns, and feature requests to the relevant internal teams.\nIdentify common issues or patterns in customer enquiries that may require product or process improvements.\nWork with the Product team to relay customer insights and support ongoing platform development.\nAssist in identifying areas where the platform's usability and customer experience can be improved.\nMaintain awareness of customer concerns and contribute ideas that support better product functionality.\n6. Cross-Functional Team Collaboration\nWork closely with the Customer Success, Implementation, Sales, and Product teams to support a consistent customer experience.\nCoordinate with relevant teams when customer enquiries require additional assistance or follow-through.\nParticipate in knowledge-sharing activities and collaborate with colleagues to improve team processes.\nBuild and maintain positive working relationships across internal teams.\nSupport the delivery of a consistent and positive customer experience for clients across Australia and New Zealand.\nQualifications\nA bachelor's degree in Information Technology, Computer Science, Business Administration, Communications, or a related field is an advantage.\nPrevious experience in customer service, customer support, technical support, administration, or a related role is preferred.\nExperience in a technology or SaaS environment is an advantage but not required.\nFamiliarity with software platforms, digital tools, and online systems is beneficial.\nStrong written and verbal communication skills, with the ability to explain information clearly and professionally.\nDemonstrated problem-solving abilities, critical thinking, and sound judgement.\nAbility to manage multiple enquiries and responsibilities while maintaining attention to detail.\nWillingness to learn new technologies, systems, and processes.","description_format":"text","description_chars":5326,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Professional Services","Real Estate"],"lifecycle":[{"event":"open","at":"2026-11-04T06:02:33Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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