MicroSourcing
Senior Support Specialist
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Must have
- 3+ years of experience delivering live phone support in a high-trust, regulated, or enterprise environment.
- Fluency in native or near-native English (verbal and written)
- Demonstrated ability to handle complex, unscripted voice interactions calmly while managing de-escalations.
- Proven ability to execute back-office admin and written email support with speed and accuracy during non-call periods.
- Strong reliability record, attendance discipline, and high tolerance for multi-tasking across dynamic workflows.
Nice to have
- Prior experience in insurance, financial services, travel tech, or enterprise customer support.
- Exposure to hybrid utilization models balancing real-time voice queues with back-office tasks.
- Hands-on proficiency with Zendesk and case management platforms.
- Track record of consistently meeting or exceeding strict SLA and QA targets across multiple channels.
- High cognitive resilience and structured problem-solving skills in high-stakes environments.
Full description
Discover your 100% YOU with MicroSourcing!Position: Senior Support Specialist
Location: Harton, Parañaque City
Work setup & shift: Onsite | Day shift
Why join MicroSourcing?You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:
As a Senior Support Specialist, you will:
- Deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners with clarity, confidence, and empathy without relying on scripts.
- Execute back-office operations during non-call periods, including claims administration, triage, manual filing, and email support.
- Transition seamlessly across phone, live chat, email, and administrative channels to maintain maximum operational productivity and utilization.
- Maintain exceptional case accuracy in Zendesk while strictly adhering to SOPs, compliance regulations, and SLA targets.
- Escalate complex, sensitive, or out-of-scope cases to internal Claims and Complaints specialist teams with sound judgment.
What You Need:Non-negotiables
- 3+ years of experience delivering live phone support in a high-trust, regulated, or enterprise environment.
- Fluency in native or near-native English (verbal and written)
- Demonstrated ability to handle complex, unscripted voice interactions calmly while managing de-escalations.
- Proven ability to execute back-office admin and written email support with speed and accuracy during non-call periods.
- Strong reliability record, attendance discipline, and high tolerance for multi-tasking across dynamic workflows.
Preferred skills/expertise
- Prior experience in insurance, financial services, travel tech, or enterprise customer support.
- Exposure to hybrid utilization models balancing real-time voice queues with back-office tasks.
- Hands-on proficiency with Zendesk and case management platforms.