Global Tier 1:

This is an entry-level, post-sale technical support role on the Product Support team, focused on first-response support, case understanding, triage, and analysis. The role follows established procedures to gather information, remove ambiguity, and ensure issues are comprehensively understood before resolution or passing on to the next tier. You will manage inbound support tickets and calls while delivering consistently high-quality, empathetic support to institutional administrators, faculty, and staff.

You will use strong cognitive and analytical skills to manage complexity, learn from prior cases, and gradually build diagnostic expertise across Interfolio’s & Pure’s suite of products. The role requires balancing speed with methodical work, proactively identifying solutions, and collaborating cross-functionally to improve products and processes.

Responsibilities

• Provide initial technical support and handle routine post-sale support assignments

• Perform case intake, triage, and analysis to fully understand reported issues

• Collect and condense evidence from clients (logs, steps to reproduce, screenshots, clarifying questions)

• Remove ambiguity by asking effective clarifying questions and reproducing issues when possible

• Consult documentation, internal resources, and prior cases to research and diagnose issues

• Summarize complex cases clearly and outline likely root causes for escalation to next-tier support

• Triage and resolve support cases from institutional administrators, faculty, and staff

• Maintain friendly, empathetic, and professional communication, including during high-escalation scenarios

• Work cross-functionally with Product Support, Engineering, Product, and other internal teams

• Proactively look for solutions and propose improvements to support workflows and customer experience

Qualifications

• Bachelor’s degree or equivalent in any field or at least 2 years completed (with no back subjects/incomplete units)
• At least 1-2 years BPO experience (Customer Service-Technical Support) 
• Above average to Excellent communication skills
• Experience in SAS, Salesforce, Jira and Zendesk is an advantage.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

• Entry-level experience in support, service, IT, information management, technical writing, or similar fields

• Strong critical thinking, analytical, and troubleshooting skills

• Ability to follow procedures while thinking beyond scripts when needed

• Technical curiosity and ability to learn complex platforms and systems

• Excellent organization, time management, and interpersonal skills

• Very strong written and verbal English communication skills

• Ability to manage complexity and work methodically in a fast-paced environment

• Tenacious, proactive approach to solving product, process, and customer challenges

• Intercultural experience is a plus

• Amenable to work in REPH Manila site

 

REPH Tier 1 Pure

Entry-level, post-sale technical support focused on initial first-response and case understanding, triage and analysis. Follows procedures to understand issues, gather information, and summarize cases for next tier; solid cognitive skills to manage complexity and learn from prior cases to build additional diagnostic skills.

• Responsibilities: initial technical support within Technical Customer Support; routine assignments; case intake and triage, information gathering and condensation.

• Scope: collect evidence from client (logs, steps to reproduce, screenshots, remove ambiguity, clarifying questions), consult documentation/previous cases, reproduce issues, outline likely root causes for next tier. Ensure problem is comprehensively understood. Summarize complex cases with clear summaries.

• Interpersonal: exchange straightforward information, ask clarifying questions, balance speed with methodical work.

• Growth: strong ability to follow instructions, communicate proficiently and think critically. Gradually learn product complexity to sharpen diagnostics skills. Also through following and revisiting previous cases.

• Preferred work experience/background: support/service, IT, information management, system ownership, technical writing.

REPH Tier 1 Interfolio

 

Entry level post-sales position on the product support team.  Proactively look for solutions to problems and propose improvements if something could work better.  A big part of your day is going to be spent taking action on inbound support tickets and calls.  Our users expect extremely high-quality support, and we strive to provide that in every interaction we have. We need someone with the ability to treat each issue with dedication and fervor.

Responsibilities:

• Triage and resolve support cases from institutional administrators, faculty, and staff

• Understanding of Interfolio’s suite of products

• Use our internal resources to search for answers to documented questions

• Work cross-functionally with the rest of the product support team as well as engineering, product, and other team

• Maintain friendly, empathetic, and professional communication to clients in high-escalation scenarios

Qualifications:

• Excellent organization, time management, and interpersonal skills

• Demonstrated ability to troubleshoot and diagnose customer issues

• Technical curiosity in learning new platforms and systems

• Ability to think critically and interact with users outside of direct scripting

• Demonstrated ability to troubleshoot and diagnose customer issues

• Tenacious and entrepreneurial approach to working through product, process, and client challenges

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