The Role

MSM is looking for a Customer Support Representative to join our growing team. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Great, memorable customer service is essential to the success of our operations. As a Customer Support Representative, you will develop and maintain strong relationships with customers to ensure that their business needs are met and exceeded. You will maintain our help centre and help our Customer Support Manager with day-to-day tasks. You will have a key role as the first point of contact for our customers and in tracking the source of our customers struggles. Their success in using our solution is your success.


What You’ll Do:

  • Handle customer requests via phone, chat and email
  • Provide technical and customer support as per company core values
  • Work cross-functionally to resolve and escalate customer issues
  • Provide updates to people on product-related queries.
  • Update support materials and maintain customer support desk, tracking and tagging
  • Prepare product or service reports by collecting and analyzing customer information
  • Propose new features that will benefit our customers
  • Contributes to team effort by accomplishing related results as needed


Who We’re Looking For:

  • Tech-savvy and with good working knowledge or grasp of current IT technologies
  • You have at least 1 year working for customer support in a technical environment
  • A post-secondary degree is an advantage
  • Ability to use support software and phone queue system efficiently
  • Eagerness to learn all aspects of our software quickly to provide relevant answers to customer
  • Focus on quality support through patience and courteous treatment of clients
  • Critical thinking, coupled with the ability to troubleshoot and resolve complex situations with a
    diagnostic approach
  • Ability to translate technical information into customer-facing content
  • Ability to use new tools
  • Excellent documentation skills
  • Familiarity with office software and phone systems is a plus

What we offer

  • The opportunity to have an impact on thousands of students’ lives
  • To work with a brilliant and globally diverse team
  • To engage in new markets and with multiple partners across the globe


Location of Work

  • Philippines

Thank you for your interest in M Square Media (MSM). However, only those applicants that have been selected for an interview will be contacted. MSM offers equal employment opportunities to all persons without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, marital status, physical or mental disability, parental status, housing status, genetic information, arrest record, source of income, or military status, in accordance with applicable federal, provincial, state, and equal employment opportunity laws.

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