Business Process Support Specialist Internal Customer Support

Job Description

Role Overview

The Client Intake Support Specialist provides internal customer support to employees during the Client Intake process. This role serves as the first point of contact for intake-related questions, issues, and guidance, ensuring timely, accurate, and high-quality support through ticketing systems, live assistance, walkthroughs, and training. The role also contributes to documentation, onboarding, and helpdesk operations to continuously improve the intake experience.

This position is ideal for a detail-oriented, service-driven professional based in the Philippines who thrives in a process-focused, global support environment.

Key Responsibilities

Ticket Intake & Helpdesk Support

• Intake, monitor, and respond to support tickets related to the Client Intake process.
• Categorize, prioritize, and triage tickets based on urgency and impact.
• Resolve issues within defined SLAs or escalate to the appropriate internal teams when required.
• Maintain clear, professional, and timely written communication with internal users.
• Identify recurring issues and document trends for process improvement.
  
  

• Provide live support via chat, phone, or video for intake-related inquiries.
• Assist users in real time to prevent intake delays or submission errors.
• Troubleshoot system, process, or user errors with confidence and clarity.
  
  

• Deliver step-by-step walkthroughs for complex or high-impact intake scenarios.
• Proactively guide users through required fields, validations, and best practices.
• Adjust support approach based on user experience level and intake complexity.
  
  

• Create, update, and maintain intake documentation, including FAQs, job aids, and SOPs.
• Ensure documentation is easy to understand, accurate, and aligned with current processes.
• Partner with intake and operations teams to keep knowledge content current.
  
  

• Conduct short training sessions for internal teams on intake processes and updates.
• Prepare training materials such as slides, demos, and quick-reference guides.
• Reinforce best practices and reduce repeat intake errors through education.
  
  

• Support onboarding for new hires who will use the Client Intake process.
• Deliver intake process overviews and hands-on support during onboarding.
• Serve as a go-to resource during early adoption and learning phases.
  
  

• Support daily helpdesk operations, including queue management and SLA tracking.
• Maintain ticket quality standards (accurate tagging, notes, and resolution summaries).
• Contribute ideas to improve workflows, reduce intake friction, and increase self-service.
  
  

• 2+ years of experience in customer support, helpdesk, operations support, or shared services roles.
• Strong written and verbal English communication skills.
• Experience working with ticketing systems and internal support tools.
• Ability to explain complex processes in a clear, user-friendly manner.
• Strong attention to detail and process adherence.
• Comfortable supporting users across different time zones and cultures.
  
  

• Experience supporting global or US-based teams.
• Familiarity with intake, onboarding, or workflow-driven operational processes.
• Experience with tools such as Zendesk, ServiceNow, Jira Service Management, or similar platforms.
• Background in documentation, training, or knowledge management.
• Experience in BPO, shared services, or center-of-excellence environments.
  
  

• Internal customer service excellence
• Problem-solving and critical thinking
• Process and documentation discipline
• Time management and prioritization
• Collaboration with cross-functional global teams
• Adaptability in a fast-paced, evolving environment
  
  

• Ticket response and resolution time
• SLA adherence
• First-contact resolution rate
• Reduction in repeat intake issues
• Documentation usage and effectiveness
• Training feedback and new-hire readiness