L1 Parchment Support Engineer

Location: Manila, Philippines; on-site

Company

hirify.global creates learning and personal development products, including Parchment, which supports education and credential-related services.

What you will do

• Provide first-line support to learners and consumers through phone, live chat, and support tickets.
• Explain policies, procedures, and technical steps clearly and empathetically.
• Troubleshoot hardware, software, and electronic-system issues.
• Review applications for completeness and compliance with guidelines.
• Maintain accurate records and enter data across multiple platforms.
• Collaborate with teammates and stakeholders while meeting service-quality, schedule-adherence, average-handle-time, and first-call-resolution goals.

Requirements

• Customer service experience, preferably in a high-volume or metrics-driven support environment.
• Strong communication, active listening, organization, and time-management skills.
• Experience troubleshooting hardware and software issues.
• Comfort using technology, remote tools, virtual collaboration platforms, and web-based ticketing systems.
• Ability to work independently and collaboratively in a fast-paced environment.
• Accountability, adaptability, composure under pressure, and a proactive, solutions-oriented approach.

Nice to have

• Experience supporting students or working in higher education.
• Familiarity with Salesforce products and virtual telephony systems.
• Experience using Microsoft Office and Google Workspace.

Culture & Benefits

• Competitive compensation and an ownership program for full-time employees.
• Paid time off, local holidays, and an annual late-December recharge period subject to departmental needs.
• Wellness programs and mental health support.
• Professional development resources and tuition reimbursement.
• Inclusive, collaborative culture with employee recognition programs.

Hiring process

• All employees must pass a background check.
• Identity verification may include legal name, current physical location, contact number, and residential address in accordance with local privacy laws.