L1 Parchment Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary point of contact for consumer inquiries via phone, live chat, and support tickets.

• Articulate complex policies, procedures, and technical steps in a clear and empathetic manner.

• Troubleshoot user issues and assist customers in navigating our electronic systems.

• Assess and evaluate applications for completeness and adherence to guidelines.

• Effectively manage client inquiries through a web-based ticketing system.

• Keep accurate records and input data across multiple platforms.

• Work collaboratively with team members to resolve issues and exchange best practices.

• Achieve performance targets, which include average handle time, schedule adherence, service quality, and first-call resolution.

• Proactively relay updates and resolutions to key stakeholders.

⛳️ Requirements

• Excellent customer service abilities, with experience in high-volume support settings.

• Outstanding communication and active listening skills.

• Proficiency in troubleshooting hardware and software problems.

• Comfortable leveraging technology to resolve issues and assist others.

• Strong organizational and time management capabilities.

• Ability to work independently as well as part of a team.

• Self-driven with a proactive, solutions-focused approach.

• Proven ability to thrive in a fast-paced, ever-changing environment.

• A history of accountability, ownership, and fulfilling commitments.

• Familiarity with remote tools and virtual collaboration platforms.

• Previous experience in customer service, particularly in a metrics-driven context (preferred).

• Background in supporting students or working within higher education (preferred).

• Knowledge of Salesforce products and virtual telephony systems (a plus).

• Experience with Microsoft Office and Google Workspace (a plus).

🏝️ Benefits

• Competitive salary, along with participation in our ownership program for all full-time employees—everyone should have a stake in our success.

• Flexible work environment. Remote, hybrid, and in-office collaboration spaces vary according to role, team, and location.

• Generous time-off policy, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to take a step back and recharge based on departmental needs.

• Comprehensive wellness initiatives and mental health support.

• Access to learning and development resources, including professional development tools and tuition reimbursement, to foster your growth.

• The technology and resources you need to excel in your role.

• Motivosity employee recognition program.

• A culture rooted in inclusivity, support, and meaningful connections.