About this role
At GHD, we don’t just believe in the power of commitment, we live and breathe it every day
That’s why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life.
Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.
Who are we looking for?
We're looking for a Product Support Specialist to join our Products & Platforms team.
Duties and responsibilities include but not limited to:
- Provide front-line application support to our clients
- Monitor the queue for new service requests and issue reports and evaluating them to prioritize, troubleshoot, reproduce the issue, and ultimately communicate solutions or workarounds
- Escalate client issues to other teams when necessary to get a resolution or workaround
- Detect and flag incidents that are affecting or have the potential to affect multiple customers
- Provide first contact support of incoming incidents or requests to the service desk via phone, web portal, email, and chat
- Independently, and in collaboration with other teams, identify root cause(s) and diagnose as product and end user issues. Researching solutions through internal and external knowledgebase as needed
- Reinforce SLAs to manage customer expectations
- Identify and learn appropriate software used and supported at GHD Digital
- Test fixes to ensure an incident has been adequately resolved
- Identify client support trends and propose solutions to reduce call volumes, and provide suggestions for continuous improvement of the team. For example: documentation updates or new product features
- Participate in incident discovery, response, and reporting which may occasionally require overtime
What you will bring to the team:
- Minimum 2 -5 years of experience in Customer service and support or similar role, ideally in a web-based software context
- Knowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as Zendesk and Jira
- Experience debugging and troubleshooting web applications
- Working knowledge of web browsers and their general functions
- Knowledgeable in ITIL Foundations principals
- Experience working with municipal and other public sector organizations in North America
- Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc
- Familiarity with the software development lifecycle and SaaS business operations
- Experience working with Jira, Confluence, HubSpot, or various digital task tracking tools
Work schedule: Monday to Friday / 7:00 pm to 4:00 am, 8:00 pm to 5:00 am, 9:00 pm to 6:00 am or 11:00 pm to 8:00 am / Hybrid - GHD office 3 times per week
This job offer can be based in Makati, Quezon City or Cebu.
Candidates must be a Filipino citizen or have the right to work in the Philippines.
GHD offices will be closed from 24 December 2025 and will reopen on 12 January 2026. We will be in contact in the new year after reviewing all applications
#LI-JL1
#LI-Hybrid
Come together and make a meaningful impact.
At GHD, we don’t just believe in the power of commitment, we live and breathe it every day.
That’s the #PowerOfCommitment
GHD is a global professional services company that leads through engineering, architecture, and construction expertise. We are an employee-owned company with over 11,000 diverse and skilled individuals, across more than 200 offices spanning five continents.
The Power of Commitment is our brand promise. It’s what makes us different. We are bound to our stated vision and determination to address humanity’s most urgent needs: to make water, energy and urbanisation sustainable for generations to come.
Other facts
About GHD Group Pty Ltd
We are committed to addressing the world’s biggest challenges in the areas of water, energy and communities.
GHD is a global network of multi-disciplinary professionals providing clients with integrated solutions through engineering, environmental, design and construction expertise. Our future-focused, innovative approaches connect and support communities around the world, resiliency and sustainability for generations to come.
Established in 1928, we remain wholly owned by our people. We are 10,000+ diverse and skilled individuals connected by over 200 offices, across five continents – Asia, Australia, Europe, North and South America, and the Pacific region.
See our list of office locations and contact numbers in ghd.com/en/about-ghd/office-locations
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GHD reconnaît et comprend que le monde est en constante évolution. Nous sommes engagés à résoudre les plus grands défis mondiaux dans les secteurs de l’eau, de l’énergie et de l’urbanisation.
Nous sommes une entreprise de services professionnels dotée d’une expertise de pointe en ingénierie, en construction et en architecture. Nos démarches avant-gardistes et innovatrices rapprochent et soutiennent les communautés à l’échelle mondiale. En livrant d’excellents résultats sociaux et économiques, nous visons à bâtir des relations durables avec nos partenaires et nos clients.
Fondée en 1928, GHD appartient entièrement à ses employés Nous sommes plus de 10 000 employés diversifiés et qualifiés dans plus de 200 bureaux et sur cinq continents : Amérique du Nord et Amérique du Sud, Asie, Australie et Europe, ainsi que dans la région du Pacifique.
Apprenez-en davantage sur nous à ghd.com
What you'll do
- The Product Support Specialist will provide front-line application support to clients, monitor service requests, and troubleshoot issues. They will also escalate issues as necessary and identify trends to improve support processes.
Ready to join GHD Group Pty Ltd?
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