Tier 1 – Support Agent

About This Opportunity

We are representing a confidential PropTech client in their search for a Tier 1 Support Agent based in the Philippines. This is a full-time independent contractor role supporting a technology platform that serves customers in a high-volume, fast-paced environment.

Our client operates in the housing technology space and is looking for a detail-oriented professional who thrives on problem-solving and delivering exceptional customer experiences across multiple communication channels.

Responsibilities

• Serve as the first point of contact for customers across inbound calls and email support tickets
• Troubleshoot and resolve issues related to membership accounts, billing inquiries, and property-related questions
• Maintain detailed, accurate case documentation in the CRM system (Zendesk or similar platforms)
• Efficiently triage and escalate complex cases to Tier 2 Support or specialized teams as needed
• Meet key performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT)
• Deliver calm, professional, and empathetic support during sensitive or high-stress customer situations using strong de-escalation techniques
• Build working knowledge of platform features, terms of service, and policy guidelines to provide consistent, compliant support
• Flag recurring customer pain points and contribute suggestions to improve help center resources, macros, and Standard Operating Procedures

What We're Looking For

• 3+ years of high-volume customer service experience, preferably in a contact center, remote tech support, or fast-paced customer care environment
• Background in tech-enabled customer support, real estate, property management, co-living, hospitality, or marketplace platforms is highly valued
• Hands-on experience with omnichannel support platforms such as Zendesk, Intercom, or Salesforce, plus cloud phone systems (VoIP)
• Exceptional written and verbal communication skills with proven ability to de-escalate tense conversations and practice active listening
• Intermediate-to-advanced tech literacy, including comfort with multi-tab workflows, fast typing speed, and proficiency in Google Workspace (Gmail, Sheets, Docs, Meet)
• Strong attention to detail and demonstrated ability to follow Standard Operating Procedures, security protocols, and policy guidelines precisely
• Resourceful problem-solving skills to quickly diagnose root causes and resolve issues on first contact
• Schedule flexibility to work evenings, weekends, and holidays as part of 24/7 operations coverage
• High accountability, exemplary attendance, and self-discipline required for remote work success

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will review your application and conduct an initial screening. Qualified candidates will then be submitted to our client for consideration. The client's interview process includes:

• Video interview with the PeopleOps team (approximately 30 minutes)
• Back-to-back video interviews with CX Team Leads and Manager (1 hour 15 minutes), including a live mock ticket assessment and mock call simulation
• Contract offer for successful candidates

Please apply only through Get A Job.ai and do not contact the client directly.

Pay

Compensation details will be discussed during the screening process and are based on the role's scope, market benchmarks, and the candidate's expertise and experience.

Get A Job.ai is an equal opportunity recruiter. We celebrate diversity and are committed to creating an inclusive environment for all candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.