JOB TITLE – CLIENT SERVICES AGENT

Be the calm voice that keeps every venue moving. We’re looking for a confident, practical Client Services Agent who can answer the call, troubleshoot clearly, and make sure venue teams feel supported when every minute counts.

Work Setup: Fully onsite during Probationary Period

Role Overview

As our Client Services Agent, you’ll be the first point of contact for venue staff during evening and weekend operations—the person on the phone when something isn’t working and a paying group is waiting to play. You’ll provide calm, confident first-line troubleshooting, resolve issues within your scope, record every case clearly in Zendesk, and escalate promptly when specialist support is needed. Client Services sits within the client`s Operations function and works an around-the-sun model with colleagues in Australia and overseas to provide 24/7/365 venue support.

Key Responsibilities

· Answer the Call: Respond promptly and confidently as the first point of contact, working the problem where possible and escalating without hesitation when it is beyond your scope or authority.

· Troubleshoot with Confidence: Apply practical technical judgement to common venue issues involving PCs, networks, VR headsets, software, and operating processes. Diagnose systematically, test the solution, and confirm the fix with the venue.

· Keep Case Notes Clear: Record what happened, when it occurred, the symptoms, the steps taken, and the resolution or handover state so other agents and developers can act quickly.

· Manage Zendesk Tickets: Log, categorise, update, and hand off cases in line with defined processes, keeping every ticket accurate and current.

· Build Better Documentation: Write and update support materials, contribute to knowledge-base articles, and flag documentation that is missing, unclear, or out of date.

· Communicate for Every Audience: Explain solutions clearly and patiently to venue staff across all levels of technical ability, including callers under pressure.

· Spot Opportunities to Improve: Identify recurring issues and trends, and raise preventive improvements with the team.

· Support the Team: Complete other reasonable tasks raised by the Team Lead on an ad-hoc basis.

Skills & Experience

· Confidence and composure when answering support calls, including under pressure.

· Sound judgement about when to resolve an issue independently and when to escalate.

· Practical technical literacy, including confidence with computers and a working understanding of networks.

· Strong, clear note-taking and written record-keeping skills.

· Excellent verbal communication and a warm, approachable manner with people of all technical skill levels.

· Strong attention to detail and the ability to prioritise across competing calls.

· Reliability and availability for after-hours and weekend shifts within a rotating roster.

· A suitable remote setup with reliable high-speed internet and a quiet, private space for calls.

· Zendesk or comparable helpdesk experience, Level 1 or Level 2 support experience, and support-documentation experience are highly regarded.

· Exposure to VR hardware, location-based entertainment, Windows environments, venue networking such as Cisco Meraki, or after-hours support is desirable.

· ITIL Foundation, CompTIA A+ or Network+, or a second language—especially French—would be an advantage.

Performance Measures

· Case & Note Quality: Complete, accurate, and correctly categorised records.

· First-Contact Resolution: Appropriate resolution at first contact when the issue is within scope.

· Response & SLA Compliance: Calls and cases answered and actioned within agreed response times.

· Customer Satisfaction: A positive venue-rated support experience.

· Appropriate Escalation: The right issues escalated cleanly and promptly.

What’s in It for You

• Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.

• Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.

• Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.

• Meals on Us: Complimentary meals once a week on your on-site day.

• Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.

• Compensation You Can See: Transparent salary packages with direct client involvement.

• Room to Grow: Ongoing training and real opportunities to step into bigger roles.

• An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.

• People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.

• A Global Stage: Work directly with international clients and see how teams scale worldwide.

About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.