Senior Support Specialist

Discover your 100% YOU with MicroSourcing!

Position: Senior Support Specialist 

Location: Harton, Parañaque City

Work setup & shift: Onsite | Day shift


Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Senior Support Specialist, you will:

• Deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners with clarity, confidence, and empathy without relying on scripts.
• Execute back-office operations during non-call periods, including claims administration, triage, manual filing, and email support.
• Transition seamlessly across phone, live chat, email, and administrative channels to maintain maximum operational productivity and utilization.
• Maintain exceptional case accuracy in Zendesk while strictly adhering to SOPs, compliance regulations, and SLA targets.
• Escalate complex, sensitive, or out-of-scope cases to internal Claims and Complaints specialist teams with sound judgment.

What You Need:

Non-negotiables

• 3+ years of experience delivering live phone support in a high-trust, regulated, or enterprise environment.
• Fluency in native or near-native English (verbal and written) PLUS fluency in at least one European language: German, French, Italian, or Spanish.
• Demonstrated ability to handle complex, unscripted voice interactions calmly while managing de-escalations.
• Proven ability to execute back-office admin and written email support with speed and accuracy during non-call periods.
• Strong reliability record, attendance discipline, and high tolerance for multi-tasking across dynamic workflows.

Preferred skills/expertise

• Prior experience in insurance, financial services, travel tech, or enterprise customer support.
• Exposure to hybrid utilization models balancing real-time voice queues with back-office tasks.
• Hands-on proficiency with Zendesk and case management platforms.
• Track record of consistently meeting or exceeding strict SLA and QA targets across multiple channels.
• High cognitive resilience and structured problem-solving skills in high-stakes environments.