Ideagen
Ideagen
Ideagen develops email management software for Outlook users in project-based industries, including healthcare, manufacturing, and construction. Its flagship product, Ideagen Mail Manager, helps teams file, organize, search, and control project correspondence, reducing the risk of lost or mismanaged information. By supporting more efficient digital workflows, Ideagen helps organizations improve productivity and manage business communications more consistently.

Customer Support Specialist (Tier 1) — Hybrid Philippines

Provide Tier 1 customer support for Ideagen by resolving product issues, monitoring systems, and maintaining accurate case records. This hybrid Pampanga role also contributes to service improvements and ongoing product knowledge.

Description

  • Investigate and resolve customer product issues.
  • Monitor systems to support reliable day-to-day operations.
  • Collaborate with colleagues to troubleshoot problems and develop solutions.
  • Maintain accurate customer records and case documentation.
  • Offer feedback and recommendations for improving support processes.
  • Build knowledge of products, systems, and industry best practices.

Requirements

  • Experience with or foundational knowledge of SQL, databases, networking, and IT support concepts such as ITIL.
  • Proficiency with Microsoft Office and the ability to manage competing priorities in a fast-paced setting.
  • Strong communication, customer service, and problem-solving abilities.
  • Excellent written English skills.
  • Ability to work independently, meet deadlines, and remain dependable and professional under pressure.
  • Industry experience in aviation, construction, mining, water, or environmental monitoring is desirable.
  • Spanish and/or Portuguese language skills are desirable.
  • Previous experience in a customer-facing or customer support position is desirable.

Benefits

  • Ideagen benefits package.
  • Hybrid working arrangement.

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