XTN-7772638 | SUPPORT AGENT

Role Summary

As a Support Agent, you will be the first point of contact for our users, providing timely, professional, and empathetic support. You will primarily assist customers through web forms while working closely with the internal support team to resolve inquiries and ensure a great user experience.

Fully remote work setup while being part of a global team.

Opportunity to support an international user base and gain exposure to a fast growing technology and mobile gaming environment.

Comprehensive HMO coverage from Day 1, including two (2) free dependents.

Group Life Insurance coverage of up to ₱1,000,000 from Day 1.

15 paid leave credits in your first year, with annual increases up to 20 leave credits.

Competitive statutory benefits, including 13th Month Pay, Holiday Pay, Overtime Pay, and Night Differential where applicable.

Collaborative and supportive team culture with opportunities to contribute ideas and improve processes.

Career growth and development opportunities through continuous learning and increased responsibilities.

Modern digital tools and systems that enable efficient remote collaboration.

A dynamic, fast paced work environment where your contributions have a direct impact on the customer experience and business success.

Respond to user inquiries through web forms with accurate and timely solutions.

Provide friendly and professional customer support.

Escalate more complex issues to the Level 2 Support team when needed.

Assist with back office tasks such as account updates, payout checks, and other administrative support.

Collaborate with teammates to improve processes and workflows.

Previous customer service or support experience is preferred, or strong communication and interpersonal skills gained from other roles.

Native-level English with excellent written communication skills.

Interest in technical support or the mobile gaming industry.

Experience using Zendesk or similar helpdesk platforms is an advantage.

Strong problem solving, organization, and time management skills.

Ability to prioritize multiple tasks and work independently.

Stable and reliable internet connection.

Must be based in the Philippines.

About the Company

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs. Learn more about us at .

Candidate Location: Philippines, preferably in Metro Manila.

Highly competitive salary and benefits package based on experience and qualifications.

Permanent Work-From-Home arrangement.

Internet and Mobile Allowance.

Escalation Support: Receive and address Tier 1 escalations, providing prompt and effective resolutions to network-related problems.

Network Changes: Perform level 1-2 network change requests, ensuring changes are implemented accurately and according to established protocols.

Network Design: Contribute to network design activities, collaborating with engineers and architects to develop scalable and reliable network solutions.

Circuit and Network Installations: Coordinate and oversee circuit installations, network deployments, and infrastructure upgrades, adhering to project timelines.

Troubleshooting Expertise: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex network issues.

Documentation and Reporting: Maintain accurate and up-to-date documentation of network changes, designs, and installation processes.