Customer Support Analyst

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🕒 June 7

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Offshore 24/7

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Offshore 24/7 is an Australian-focused offshore staffing provider that helps Australian businesses build dedicated remote teams in the Philippines. The company places and manages Philippines-based professionals across a wide range of roles — from virtual assistants, bookkeepers, and paralegals to IT specialists, engineers, and customer support — offering fully managed onboarding, HR, payroll, and ongoing support. Offshore 24/7 emphasizes cost savings (up to ~70%), cultural and communication alignment for Australian clients, a five-stage vetting process, and local points of contact with offices in the Philippines (Clark Freeport Zone) and Australia (Melbourne). The firm targets Australian SMEs and enterprises across many industries and promotes free strategy sessions and a managed staffing solution.

📋 Description

• Respond promptly to support enquiries via email, live chat, and phone • Troubleshoot platform issues using internal systems to determine user error versus system errors • Manage client support tickets in Jira and Intercom • Support technical onboarding for new clients by configuring and customising software platforms • Track onboarding progress and maintain documentation • Provide regular status updates to keep onboarding milestones on track • Assist with deployment testing by following QA procedures • Document and report bugs and issues identified during testing

🎯 Requirements

• Minimum 3 years supporting customers through voice, email and/or live chat in a customer support, customer operations, SaaS, technology or software environment • Minimum 2 years managing customer issues through ticketing systems for international clients • Comfortable investigating customer issues across multiple internal systems and determining whether resolution or escalation is required • Strong organisational skills and ability to manage multiple priorities simultaneously • Excellent written and verbal English communication skills • Proficiency in MS Excel and Google Docs • Proactive, resourceful, and confident making decisions independently • Available to work US timezone evening shift, Monday to Friday • Preferred: experience with ticketing systems such as Jira or Intercom • Preferred: QA or software testing experience • Preferred: background in fintech, trading, or technology industry • Preferred: experience updating and maintaining records in CRM or internal systems

🏖️ Benefits

• 13th month pay • HMO coverage • 15 annual leave • 5 sick leave • 20 PTO credits upon regularisation • Comprehensive training on client platforms and systems • Work From Home Set Up • Staff Events • Full-time, permanent position