Customer Support Associate
RemotePhilippines
Job Summary
Handle inbound customer support concerns through phone and email, assisting users with login issues, account management, and KeyLink installation coordination. Document cases clearly in the ticketing platform while using sound judgment to assess issues, provide clear guidance, and escalate complex bugs or system concerns. Deliver patient, empathetic support to residents and superusers with varying technical knowledge, collaborating with internal teams to ensure proper resolution. Maintain a strong customer-first approach by leveraging available documentation and help resources to find answers independently. Work remotely Monday through Friday from 9:00 PM to 6:00 AM Manila time, observing US holidays.
Required Qualifications
- At least 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 and communicate clearly
- Comfortable handling phone-based and email-based support
- Tech-savvy and confident using computers, web-based systems, and multiple tools at the same time
- Strong multitasking skills and the ability to work across several screens and systems efficiently
- Good judgment and problem-solving ability
- Patient, personable, and able to stay calm when dealing with frustrated customers
- Detail-oriented, reliable, and able to work well in a fast-moving environment
- Comfortable learning a large and evolving software platform
- Willing to ask questions, receive feedback, and continuously learn
- Comfortable working remotely
Desired Qualifications
- Experience supporting a SaaS product or software platform
- Experience using Freshdesk, Freshcaller, Slack, Jira, Confluence, or similar tools
- Experience supporting customers with account access, system navigation, or basic troubleshooting concerns
- Background in teaching, training, or other roles that involve guiding users step-by-step
- Experience working with complex products that require continuous learning
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