Customer Service Agent Level 2
Role Description and Responsibilities
PelicanCorp’s Customer Support Professionals are vital in providing out of the box and tailored deployments for our customers, using PelicanCorp’s' xAccess hosted solutions.
This role interfaces closely with our customers' technical points of contact and work very closely with our software development and product management teams. You will be comfortable with switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you'd be the heart and soul of PelicanCorp. You will increase customer satisfaction and build loyalty by providing amazing, personal customer support. To win this role you will need an outgoing personality, with strong people skills and possess a "nothing is a problem" attitude!
- Be the Subject Matter Expert (SME) and take on Operational management of the suite and customers by providing level 2 Support primarily across our North America/Canada region, providing back-up support as required in other regions.
- From development through to deployment, work on the end-to-end technical delivery of products and projects.
- Ensure issues are handled or escalated in a timely manner.
- Manage communications between customers and team members.
- Ensure the systems run smoothly in all environments
Required Skills and Qualifications
General Candidate Requirements
- Ability to quickly learn new systems to be able to investigate issues.
- Ability to troubleshoot, isolate and fix complex technical issues of complex enterprise systems.
- Previous experience in support and/or service delivery roles.
- Strong documentation skills, including the ability to clearly explain complex, technical topics to non-technical audiences.
- Ability to effectively communicate requirements from stakeholders, users and customers.
- Strong technological leadership and knowledge sharing within your organization.
- Understanding of databases and good experience in their operation - particularly with regards to data-related issue analysis and correction.
- Exhibit product thinking; own the software end-to-end.
Required Experience
- A degree qualification(s) in Computer Science, IT or a related discipline.
- Minimum 3 years in a previous Customer Support role (supporting external clients and internal employees)
- Minimum 3 years supporting Windows 10 & Windows Server environments
- Minimum 3 years supporting business critical software applications
Desired Experience
- Experience with Cloud Technology platforms (Azure, AWS)
- Experience with Zendesk and the Atlassian suite (JIRA, Confluence)
- Role type
- Customer Service
- Role
- Technical Support Specialist
- Locations
- Uptown Place, Bonifacio Global City, Taguig
- Remote status
- Fully Remote
- Work Schedule
- Australian Eastern Standard Time
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.