Support Coordinator (Pooling)

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

 

About the Client

Our client is a global leader in digital trust, PKI, and machine identity management, helping organizations manage and secure keys, certificates, and identities across cloud, containers, and enterprise environments. As digital ecosystems grow, we enable secure, scalable, and automated cryptographic operations.

 

About the Role

The Support Coordinator is an entry-level role designed for individuals eager to build a strong foundation in customer support and technical operations. In this position, you will provide day-to-day assistance to key customers, ensuring timely and effective resolution of support requests while gaining hands-on experience with core support processes. This role requires a proactive and detail-oriented individual who can monitor support queues, manage high-priority (Severity 1) incidents, and respond promptly to customer inquiries via phone and email. You will play a critical role in maintaining customer satisfaction by ensuring issues are acknowledged, tracked, and addressed efficiently. As a Support Coordinator, you will follow established processes and contribute to reporting and operational metrics. You can expand your technical knowledge and professional skills through active participation in incident “swarms,” self-directed learning, and collaboration with senior technical team members during customer meetings and training sessions. This position offers a clear pathway for growth, enabling you to develop technical proficiency, strengthen customer communication skills, and take on increasing ownership of issue resolution, preparing you for more advanced technical roles within the organization.

 

What you’ll do

• Customer Engagement
  
  • Answers inbound customer calls during their shift confidently and professionally.
  • Ability to open new cases for the customer and collect the information and details.
  • Sends out maintenance notifications and like to customers when requested.
  • Seamlessly route customer calls with escalations to support regional management,
  • Ability to work with the CRM system to establish new customer user verification and creation
  • Monitor messages from the SaaS system and create/assign a case to a support representative when an issue is found.
  • Provide basic reports to regional managers when required using the CRM system and report tools.
• Case Ownership & Management
  
  • Accepts, manages and solves user creation and like cases that are received.
  • Maintains clear and concise note in the cases they own and solve.
  • Produces case summaries outlining troubleshooting steps and resolutions to support knowledge sharing if applicable.
  • Collaborates with peers and participates in SWARM models to begin to more deeply understand the products and troubleshooting techniques performed.
  • Uses AI to help with first customer feedback of simple tickets.
  • Monitors tickets globally that have not been responded to within 3 or more days.
• Technical Problem Solving & Analysis
  
  • Take product online classes to elevate skills.
  • Use labs to elevate your skills through hands-on actions.
  • Contributes to internal knowledge base articles and documentation to improve support efficiency.
  • Learn from other team members through swarm participation during scheduled working hours.
• Escalation & Incident Support
  
  • Follows established escalation procedures to ensure timely resolution and appropriate visibility.
  • Partners with senior engineers and SWARM teams on complex cases and higher-impact incidents.
  • Assists in building and maintaining lab environments as needed to support issue diagnosis.
• Collaboration & Continuous Improvement
  
  • Participates in team knowledge-sharing sessions and enablement activities.
  • Provides feedback on tools, documentation, and processes to improve support effectiveness.
  • Collaborates with cross-functional teams as needed to support customer outcomes.
  • Supports ongoing initiatives to improve workflows, consistency, and customer experience.

 

What You Bring

• Bachelor’s degree or equivalent practical experience.
• 1 year of technical support or like in a customer-facing environment.
• Strong written and verbal customer communication skills.
• Demonstrated commitment to customer satisfaction and continuous learning.
• Individual that is self-driven to learn using resources and participating with team day to day.

 

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.