Customer Support Analyst (Homebased)

Outsourced Quality Assured Services Pty; Philippines; Remote; PHP 240,000 - 360,000; Full time

Job summary

Outsourced Quality Assured Services Pty is seeking a remote Customer Support Analyst (homebased) to be the first line of support for our customers. You will triage requests, resolve common issues, and gather context before escalating more complex questions.

You will work with AI tools to analyze issues, draft responses, and scale support workflows. You will report to the Director of Customer Solutions and collaborate across teams to maintain accurate knowledge articles, ensure timely updates to

Qualifications

• Strong written communication and customer service skills.
• Excellent problem-solving ability and attention to detail.
• Curious and comfortable learning technical products.
• Strong judgment around when to resolve vs. upscale an issue.
• Organized and able to manage multiple requests.
• Strong grasp of various AI tools (Claude, ChatGPT, Grok, etc) and independently validating their output.
• Ability to work independently and take ownership.

Responsibilities

• Triage and manage incoming customer support tickets.
• Work directly with customers via support channels (email, slack, Pylon).
• Investigate issues using internal tools, documentation, and AI.
• Resolve common product, account, and troubleshooting questions.
• Review AI-generated analyses and responses, correcting or adding context as needed.
• Route technical or complex issues to Customer Solutions, Product, or Engineering.
• Build and maintain articles in the knowledge base.
• Identify patterns in issues and improve documentation & support processes.
• Keep customers updated and ensure tickets are resolved quickly.

Skills

Written communication

Customer service

Problem solving

Attention to detail

Curious learner

Judgment

Decision making

Organized

Multitasking

AI tools

Independent work

Tools

Pylon

Zendesk

Intercom

APIs

Fraud systems

Job description

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Customer Support Analyst (Homebased)

Full Time Employee

Job Summary

You'll triage incoming requests, resolve common issues, and investigate and gather context before escalating more complex questions

Job Description

We're hiring a remote Customer Support Analyst to be the first line of support for our customers. You'll triage incoming requests, resolve common issues, and investigate and gather context before escalating more complex questions. You'll use AI tools heavily to help analyze issues, draft responses, and scale support workflows. You will report to the Director of Customer Solutions.

What You'll Do

• Triage and manage incoming customer support tickets
• Work directly with customers via support channels (email, slack, Pylon)
• Investigate issues using internal tools, documentation, and AI
• Resolve common product, account, and troubleshooting questions
• Review AI-generated analyses and responses, correcting or adding context as needed
• Route technical or complex issues to Customer Solutions, Product, or Engineering
• Build and maintain articles in the knowledge base
• Identify patterns in issues and improve documentation & support processes
• Keep customers updated and ensure tickets are resolved quickly

Qualifications

• Strong written communication and customer service skills
• Excellent problem-solving ability and attention to detail
• Curious and comfortable learning technical products
• Strong judgment around when to resolve vs. upscale an issue
• Organized and able to manage multiple requests
• Strong grasp of various AI tools (Claude, ChatGPT, Grok, etc) and independently validating their output
• Ability to work independently and take ownership

Bonus Points

• Experience in customer support, operations, or customer success
• Experience supporting a B2B SaaS or technical product
• Familiarity with support tools such as Pylon, Zendesk, or Intercom
• Familiarity with APIs, fraud, security, or risk systems

Additional Information

• Homebased
• M to F, 11pm to 8am PH Time