Overview
Tier 1 Success Team Specialist Jobs in Mandaluyong, National Capital Region, Philippines at Cloudstaff
Title: Tier 1 Success Team Specialist
Company: Cloudstaff
Location: Mandaluyong, National Capital Region, Philippines
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.
