Customer Service Associate – Chat Support (Level 1) – Cebu, Philippines
Are you exploring chat support jobs in Cebu or looking for work-from-office customer support roles in a structured operations environment? Fusion CX is hiring Customer Service Associates for Level 1 chat support, where you will serve as the first point of contact for Exam Takers requiring real-time technical assistance. This role is ideal for professionals who combine technical aptitude, empathy, and strong communication skills to support time-sensitive exam experiences in a fast-paced, compliance-driven setting.
Job Description:
About the Role
As a Customer Service Associate – Chat Support (Level 1), you will act as the primary contact for Exam Takers, delivering technical support and guidance via chat. You will diagnose issues, guide Exam Takers through solutions, document cases accurately, and ensure timely resolution while maintaining high service quality standards during critical exam windows.
This is a Work From Office (WFO) role based in Cebu, Philippines.
Key Responsibilities
Customer Engagement & Support
- Deliver world-class customer service through chat support to Exam Takers for technical and procedural inquiries
- Act as a responsive, empathetic support resource, helping Exam Takers understand platform features and best practices
- Ensure a smooth and professional exam support experience through clear communication and issue ownership
Technical Troubleshooting & Resolution
- Diagnose and resolve issues related to software, browsers, and operating systems (Windows, macOS, ChromeOS)
- Perform triage and escalate complex issues, working in partnership with senior support teams and specialized support
- Leverage internal and external tools to determine the most effective resolution path for Exam Taker issues
Performance & Service Delivery
- Consistently meet or exceed defined performance metrics, including:
- Customer Satisfaction (CSAT)
- Productivity and volume targets (daily, monthly, quarterly)
- Service Level Agreement (SLA) adherence
- Maintain accurate and detailed case documentation with relevant context
- Resolve inquiries promptly to ensure Exam Taker deadlines are met
Team Collaboration & Development
- Act as an early warning point for service outages or critical exam-impacting issues and escalate promptly
- Serve as a key advocate for Exam Takers and the testing experience
- Maintain advanced knowledge of product updates, support tools, and procedural changes
- Identify resolutions best aligned with individual Exam Taker needs
Responsibilities may evolve based on operational requirements.
Job Requirements:
Education
- Higher Secondary / Class XII
Experience & Skills
- 1–2 years of customer support experience
- Experience handling chat-based support and managing multiple engagements simultaneously
- Familiarity with remote troubleshooting, browser extensions, and system diagnostics
- Ability to navigate multiple tools efficiently in a fast-paced, detail-oriented environment
- Strong written communication skills with clarity and accuracy
- Calm, composed approach during peak periods and high-pressure exam situations
Additional Qualifications
- Experience supporting SaaS or technical platforms
- Experience supporting education or exam-related environments is an advantage
Work Mode
- Work From Office (WFO)
- Cebu, Philippines
Why Join Fusion CX?
At Fusion CX, support teams play a critical role in ensuring reliable, real-time assistance during high-stakes exam environments. As a Customer Service Associate supporting Exam Takers, you will work in a structured, performance-driven setting where accuracy, responsiveness, and professionalism matter. Fusion CX provides a stable environment to build technical support expertise, strengthen customer communication skills, and grow your career within a global CX organization. If you are seeking customer service chat support jobs in Cebu City or want to be part of a global customer experience innovation, join us at Fusion CX in Cebu.