Serving as the first point of contact for the Security Operations Center, the full-time remote Customer Service Support Specialist will handle inbound requests, triage tickets, perform first-level resolutions, and escalate complex issues while supporting U.S.-based clients from the Philippines. Key responsibilities Answer inbound calls and route them to the appropriate department based on a call tree Perform ticket triage, categorize, prioritize, and document all interactions in Jira Assist with portal access issues, including password resets and login troubleshooting Required qualifications Minimum of 2 years' experience in an IT support role Experience in technical support and customer service within a BPO company Hands-on experience with enterprise firewall platforms Familiarity with SIEM tools and security operations workflows Strong understanding of networking fundamentals and intermediate-level troubleshooting skills