Customer Support Associate | WFH (A-BLK)

Sourcefit Philippines, Inc.; Quezon City; Remote; PHP 223,000 - 402,000; Full time

Job summary

Sourcefit Philippines, Inc. is hiring a Customer Support Associate to deliver high-quality assistance for a complex software platform used in residential communities. The role blends phone and email support with patient guidance and empathy, aiming for a warm, human experience rather than scripted replies.

The position is work-from-home with Monday–Friday night shift (Manila time). You will handle login issues, escalate complex bugs, document cases, and coordinate installations via Zoom,

Qualifications

• 1–3 years of relevant customer support experience.
• 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.

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
• 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

Skills

Customer service

Communication skills

English proficiency

Multitasking

Problem solving

Remote work

Patience

Empathy

Tools

Ticketing system

Zoom

CRM software

Job description

Position Summary

We are looking for a Customer Support Associate to provide high quality customer support for a complex software platform used in residential communities. This role is customer service driven and requires strong communication, sound judgment, patience, and the ability to guide users with varying levels of technical ability. The ideal candidate is comfortable handling both phone and email support, learning a broad product environment, and delivering a warm, human support experience rather than scripted interactions.

Job Details

• Work setup: Work from home
• Schedule: Monday to Friday | 9:00 PM to 6:00 AM (Manila Time)
• Holiday arrangement: US Holidays (Client Holiday Calendar Provided)

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
• 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

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