Tier 1 Success Team Specialist, Angeles

Were Hiring: Tier 1 Success Team Specialist!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a new Tier 1 Success Team Specialist to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Tier 1 Success Team Specialist

Work Arrangement: Work from Home

Location: Any CS Branch - Ortigas / Makati / Pampanga / Cebu / Davao / Mabalacat / Angeles (Pampanga)

Schedule: Night Shift

Job Description:

The Tier 1 Support Desk Specialist is responsible for handling high-volume, lower-complexity support requests and triaging inbound tickets from customers, agents, and vendors. This role helps protect Compliance Operator capacity while maintaining strong response times and operational scalability.

Key Responsibilities:

• Respond to basic platform and account-related inquiries.
• Triage incoming tickets and route escalations appropriately.
• Assist with password resets, account access requests, and general navigation questions.
• Support administrative tasks and ticket queue management.
• Escalate compliance-specific or insurance-related inquiries to Compliance Operators.

The Offshore Support Desk Specialist acts as an extension of the Tier 1 Support Desk team, supporting administrative and operational support functions.

Typical Responsibilities

• Assist with processing emailed-in COIs and documentation.
• Support ticket queue management and administrative support workflows.
• Handle basic support requests and escalation routing.
• Assist with data entry and operational processing tasks.
• Provide overflow support for high-volume support periods.

Qualification and requirements:

• At least 12 years of experience in customer support, help desk, administrative support, or a similar role.
• Strong English communication skills, both written and verbal.
• Experience handling high-volume ticket queues or customer inquiries is preferred.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, Salesforce, Jira, or similar platforms.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Basic troubleshooting and problem-solving skills.
• Comfortable handling repetitive administrative and data entry tasks with accuracy.
• Ability to follow processes, workflows, and escalation procedures consistently.
• Strong customer service mindset with a professional and responsive attitude.
• Proficient in Microsoft Office / Google Workspace tools.
• Ability to work independently while collaborating effectively with onshore and offshore teams.
• Experience in insurance, compliance, certificates of insurance (COIs), or operations support is a plus but not required.

Non-negotiable skills & requirements:

• Excellent English communication skills (written and verbal).
• Previous experience in customer support, help desk, or ticket management.
• Ability to handle high-volume workloads and multitask efficiently.
• Strong attention to detail and accuracy in administrative tasks.
• Ability to follow processes and escalation procedures consistently.
• Willingness to work the required schedule/time zone.
• Professional attitude and customer service mindset.

Perks & Benefits (Work From Home):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment  
• Flexible leave credits which may be used for vacation, emergency and sick leaves  
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled  Superb and exciting Mid-Year Parties with items to give away and cash prizes!  
• Endless opportunities for career advancement  
• Annual Performance Review with Salary Increase  
• We set you up for success with a company-provided PC/Laptop and fiber internet connection  
• Tech-on-wheels Support  
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues  
• International career growth and connections  
• Unlimited cash incentives for hired referrals  
• Mental Wellness Employee Assistance program through Lifeworks  
• In-house psychiatrist available to support employees' well-being  
• Become part of the Employee Share Units program  
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

• Cloudstaff : Build Your Career, Anywhere
• Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Why Cloudstaff is the #1 Workplace?
• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role.