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Making Outsourcing in the Philippines Work for You
Customer Support Associate
Location
Philippines
Posted
58 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Support Associate
Sourcefit
• 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 • Learn product features, workflows, and support processes continuously as the support scope expands • Use available documentation, help resources, and internal knowledge tools to find answers independently while knowing when to ask for help • Maintain a strong customer first approach in every interaction
Job Requirements
- 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
Benefits
- US Holidays (Client Holiday Calendar Provided)
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