About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client
Our client is a New Zealand-based cybersecurity and email security company building out their offshore support team in the Philippines. This role exists to ensure their customers get fast, accurate, and empathetic support — from first contact through to resolution.

The Role
The role supports businesses across New Zealand with email security and managed services. As a Support Analyst, you'll be the first point of contact for customer and internal queries — triaging, resolving, and escalating issues with ownership and care. In the first six months, success looks like confidently handling the ticket queue independently, knowing when to escalate and when to own it, and becoming a reliable presence on a small, high-accountability team.

What You'll Do

• Monitor and respond to the FreshService ticket queue within defined SLAs across priority levels (P1–P5)

• Resolve tickets covered by SOPs and runbooks — including false positive/negative analysis and general product queries

• Escalate and actively track tickets that require input from engineering, platform, or other technical teams

• Support customers and internal stakeholders with clear, timely communication throughout their issues

• Contribute to reports, process improvements, and ongoing documentation

• Participate in daily check-ins and relevant incident reviews or retrospectives

• Monitor DPS reporting as part of regular support operations

What We're Looking For

• Experience in a technical support, helpdesk, or service desk role (1–3 years)

• Comfort working with ticketing systems (FreshService or equivalent — Zendesk, Jira Service Desk, etc.)

• Strong written communication — you can explain technical issues clearly to non-technical users

• Able to follow and apply SOPs and runbooks independently

• Reliable and accountable — you track your own tickets and don't let things fall through

Nice to Have

• Exposure to email security, cybersecurity, or SaaS products

• Familiarity with tools like Slack, PagerDuty, or similar

• Experience working with customers or teams in New Zealand or Australia

• ITIL foundation or equivalent service management knowledge

Why This Role

This is a role for someone who wants more than a ticket queue — you'll work directly alongside the client's technical and engineering teams, build genuine product knowledge, and be part of a team that treats support as a core business function, not a cost centre.

This role is open to Philippine citizens currently based in the Philippines.

Know someone great for this role? Refer them here and earn up to PHP 8,000 via GCash for every successful hire.