Customer Support Associate
New
S
SourcefitSoftware Support
Eastwood Quezon City, PH, Monday to Friday, 9:00PM to 6:00AM (Manila time)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent English communication skills, both spoken and written
- Experience
- 1 to 3 years of experience
- Required Skills
- JiraProblem SolvingMultitaskingTechnical supportCustomer supportSlack
Requirements
- 1 to 3 years of experience in customer service, customer support, technical support, or help desk support
- Excellent English communication skills, both spoken and written
- Strong customer service orientation with the ability to build rapport
- Comfortable handling phone-based and email-based support
- Tech-savvy and confident using computers, web-based systems, and multiple tools
- Strong multitasking skills with the ability to work across several screens
- Good judgment and problem-solving ability
- Patient, personable, and calm under pressure
- Detail-oriented and reliable in a fast-moving environment
- Willingness to continuously learn a large and evolving software platform
Responsibilities
- Handle inbound customer support concerns through phone and email in a timely and professional manner
- Assist users with login and password related issues
- Support resident and superuser account concerns within the defined pilot scope
- Help coordinate and support KeyLink installations through scheduled Zoom sessions
- Document cases clearly and accurately in the ticketing platform
- Use sound judgment to assess issues, identify next steps, and provide clear guidance to customers
- Deliver patient, empathetic, and professional support to users with different levels of technical knowledge
- Escalate more complex issues, bugs, or system related concerns when needed
- Collaborate with internal teams and support leads to ensure customer concerns are resolved properly
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