About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client
We offer the world’s most intuitive, trusted, and powerful expense management and AP automation solution. Designed to meet the demands of today’s and tomorrow’s workforce, our technology empowers employees and keeps spending in compliance.
Our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFOs give their employees a simple and amazing experience while ensuring compliance.


About the Role
The Triage Specialist (Customer Support Specialist - Saa S) will serve as the first point of contact for clients reporting issues or seeking assistance. They will be tasked with collecting detailed information about reported issues, routing tickets to the appropriate teams or support agents, and maintaining clear and effective communication with clients and internal teams to ensure smooth ticket routing and resolution.


What you’ll do

• Serve as the first point of contact for clients reporting issues or seeking assistance via active support channels which may include email, web form, telephone and/or live chat
• Collect detailed information about reported issues and ensure all relevant details are obtained
• Route tickets to the appropriate teams or individuals based upon required skill-set, issue urgency, and available resources
• Maintain clear and effective communication with both clients and internal teams to ensure smooth ticket routing and resolution
• Collaborate with other support agents to ensure seamless handover of tickets and information
• Monitor ticket queues and prioritize based on urgency and impact
• Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
• Demonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility
• Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness

What You Bring

• Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
• At least 3 years of software support, customer service and/or transferable experience
• Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
• Technical acumen with the ability to pick up new software skills with ease
• Strong interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication throughout the team or functional area
• Experience using online web meeting presentation software preferred
• Knowledge of accounting practices and terminology preferred
• Experience in a customer service role in a Saa S environment
• Ability to multitask and prioritize in a fast-paced environment
• Familiarity with ticketing systems such as Zendesk or Salesforce and support tools
• Strong attention to detail and problem-solving abilities
• Knowledge of basic technical troubleshooting is a plus