Service Support Officer – Level 1

The Level 1 Service Support Officer stands as the first point of contact, providing swift and efficient resolution to support tickets raised by our valued customers and users. This role requires a keen eye for detail and a commitment to troubleshooting, ensuring that each issue is addressed accurately and promptly to maintain optimal user satisfaction.

In addition to managing support inquiries, the officer vigilantly monitors our live operations dashboards. This proactive oversight ensures that potential operational anomalies are detected early, facilitating prompt intervention and minimizing service disruptions. Through these dual responsibilities, the Service Support Officer plays a pivotal role in upholding our commitment to reliability and outstanding customer service.


  • Ticketing System Expertise
  • JIRA/Atlassian
  • M365 Suite Familiarity
  • Basic Technical Troubleshooting
  • Operation Dashboard Management
  • Documentation Skills
  • Customer Service Acumen
  • Continuous Learning
  • Time Management
  • Technical Communication
  • Collaborative Teamwork
  • Problem Solving Prowess
  • Exceptional Communication
  • Attention to Detail
  • Adaptability
  • Team Collaboration
  • Customer-Centric Mindset


  • Australian Experience



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We work with clients across Australia, New Zealand, and the USA, with most clients reporting an average of 70% cost savings when outsourcing with us.

If you are thinking of a specific role, chances are that someone has already found a staff member in the Philippines to do it. With high-speed internet available in the Philippines, anything that can be done on a PC or a phone can be done overseas. Everything from animation to engineering.

Generally, if we have staff members available within our organisation, you can get started on the same day. If we don’t, it will usually take between 3 to 6 weeks after we have custom designed your process/campaign to find a qualified professional.

We take data security and privacy of our client information very seriously. In our 15 years of operating in the Philippines, we have never had any data breaches. Every staff member handling sensitive information is required to use Teramind, a security tracking software, which is included in your price. This reports back to management and our full-time data security team of any potential breaches of our policies, which are all based on the internationally recognised security system ISO27001.

Once you hand over the role description, our in-house recruitment team will search through our existing networks to find potential candidates. We then conduct three separate interviews with the candidate. First, with our recruitment team, second with our Australian management, and the final one with you. All recruitment is free of charge, as your billing doesn't start until the day they start.

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