Customer Support Specialist (Zoho & Aircall)

Customer Support Specialist (Zoho & Aircall) Customer Service · APAC · Part-time · Philippines/Metro Manila/Makati; Makati; Remote; PHP 322,000 - 459,000; Part time

Job summary

Not disclosed is seeking a detail-oriented, tech-savvy Customer Support Specialist to be the first contact for users dealing with sensitive account-related inquiries. Strong English communication, hands-on Zoho and Aircall experience, and fast problem-solving are essential.

You’ll provide first-line assistance across phone, tickets, and social media, guide users through product information, and escalate complex issues to technical teams while upholding strict privacy protocols.

Qualifications

• At least 1 year of customer support experience across phone, ticketing, and social media channels
• Hands-on proficiency with Zoho (CRM/ticketing) and Aircall
• Professional proficiency in both spoken and written English
• Fast and accurate typing skills to handle high-volume interactions efficiently
• Experience handling customer interactions across Instagram, Facebook, and Snapchat
• High level of discretion and integrity with strict adherence to privacy policies and sensitive data handling
• Strong organizational, multitasking, and goal-oriented time management skills

Responsibilities

• Provide first-line customer assistance via phone, tickets, and social media channels (Instagram, Facebook, and Snapchat) using Zoho and Aircall
• Address general inquiries and guide users through product information and knowledge base resources
• Accurately identify and elevate complex technical concerns, password resets, and account access issues to internal technical teams
• Strictly adhere to data privacy protocols and compliance guidelines regarding sensitive driver and government records
• Log, track, and prioritize support tickets with clear internal documentation and timely follow-ups

Skills

Zoho

Aircall

English

Typing

Social media handling

Discretion

Time management

Tools

Zoho

Aircall

Job description

Is This YOU? Then We Want to Meet You!

Are you a detail-oriented, tech-savvy communicator who excels at delivering helpful, secure customer service across multiple channels? We are looking for a proactive Customer Support Specialist to serve as the first point of contact for users navigating sensitive, account-related inquiries. If you bring strong English communication skills, hands‑on experience with Zoho and Aircall, and a passion for fast‑paced problem-solving, we would love to connect with you!

Snapshot

• Hiring Budget:$4.5
• Schedule: 830AM-530PM ET, Mon-Fri
• Work Type: Part-Time Remote

Requirements

• At least 1 year of customer support experience across phone, ticketing, and social media channels
• Hands‑on proficiency with Zoho (CRM/ticketing) and Aircall
• Professional proficiency in both spoken and written English
• Fast and accurate typing skills to handle high-volume interactions efficiently
• Experience handling customer interactions and engagement across Instagram, Facebook, and Snapchat
• High level of discretion and integrity with strict adherence to privacy policies and sensitive data handling
• Strong organizational, multitasking, and goal-oriented time management skills

What you'll do

• Provide first‑line customer assistance via phone, tickets, and social media channels (Instagram, Facebook, and Snapchat) using Zoho and Aircall
• Address general inquiries and guide users through product information and knowledge base resources
• Accurately identify and elevate complex technical concerns, password resets, and account access issues to internal technical teams
• Strictly adhere to data privacy protocols and compliance guidelines regarding sensitive driver and government records
• Log, track, and prioritize support tickets with clear internal documentation and timely follow‑ups

Success looks like

• Achieving prompt first-contact resolution on Tier 1 account and general inquiries
• 100% compliance with data privacy, security checks, and escalation protocols
• Maintaining high customer satisfaction (CSAT) ratings and quality assurance scores across phone and ticket queues

Tech Checklist - Gotta Have It!

A reliable computer (at least with Windows 10 and i5 processor), a stable high‑speed internet of 100 MBPS connection and backup for both. A quiet, cozy workspace to handle calls and chats like a pro.