Customer Support Associate

New

SourcefitResidential community software

Location: Eastwood Quezon City, PH; Work setup: Work from home, Monday to Friday, 9:00PM to 6:00AM (Manila time)Full-TimeJunior

Salary not disclosed

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Job Details

Languages: Excellent English communication skills, both spoken and written
Experience: At least 1 to 3 years of experience in customer service, customer support, technical support, or help desk support
Required Skills: Problem SolvingTechnical supportCustomer support

Have at least 1 to 3 years of experience in customer service, customer support, technical support, or help desk support.
Have excellent English communication skills, both spoken and written.
Be comfortable handling phone-based and email-based support.
Be confident using computers, web-based systems, and multiple tools at the same time.
Be able to multitask across several screens and systems efficiently.
Use good judgment and problem-solving ability.
Be patient and able to stay calm when dealing with frustrated customers.
Be detail-oriented and reliable.
Be comfortable learning a large and evolving software platform.
Be comfortable working remotely.

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.
Coordinate and support KeyLink installations through scheduled Zoom sessions.
Document cases clearly and accurately in the ticketing platform.
Assess issues, identify next steps, and provide clear guidance to customers.
Escalate complex issues, bugs, or system-related concerns when needed.
Collaborate with internal teams and support leads to resolve customer concerns.
Learn product features, workflows, and support processes as the support scope expands.

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