Home-Based Customer Support Specialist

LE0002 DCX PH Inc.; Metro Manila; Hybrid; PHP 446,000 - 480,000; Full time

Benefits offered by this job

Permanent work-from-home setup

Company equipment provided

Internet stipend

HMO coverage upon regularization

PTO credits and leaves

Career skills training

Job summary

DCX PH Inc. is hiring a Home-Based Customer Support Specialist to assist auto repair shop customers for a US-based automotive software SaaS platform. You will handle inbound requests via email, phone, and text, guide users on features, and perform basic in-browser troubleshooting.

The role requires 1–3 years in customer support, strong English skills, and the ability to work graveyard/overnight hours aligned to US time zones. Permanent work-from-home setup offered.

Qualifications

• Bachelor's degree in IT, Communications, Business Administration, or related field.
• 1–3 years in technical or customer support, preferably SaaS or web apps.
• Strong written and spoken English communication skills.
• Experience with helpdesk or CRM platforms is a plus.

Responsibilities

• Respond to inbound support requests via email, phone, or text.
• Provide friendly, timely customer service to auto repair shop users.
• Assist with account access and login concerns.
• Explain platform features and how they work.
• Troubleshoot browser-based tools and reproduce issues.
• Escalate unresolved issues with clear bug reports.
• Log bugs and feature requests for the development team.
• Follow up on issue status with customers.

Skills

Communication

Troubleshooting

Problem solving

Attention to detail

Self-management

Education

Bachelor's degree (IT/Comm/Business)

Tools

Zendesk

Freshdesk

HubSpot Service Hub

Intercom

Jira

Trello

Asana

ClickUp

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Number of Openings: 1 Hiring Priority: Active Hiring

We are looking for a Home-Based Customer Support Specialist to join a growing U.S.-based company in the automotive software industry. In this role, you will respond to inbound support requests from auto repair shop customers via email, phone, and text message, helping them access and use a cloud-based workflow and customer communication platform. You will guide users on product features, perform basic in-browser troubleshooting to replicate and identify issues, and elevate bugs and feature requests to the development team, all while delivering friendly, confident, and reliable customer service.

REQUIRED CORE COMPETENCIES

• Communication Skills – Communicates clearly, patiently, and professionally with customers through phone, email, and text.
• Technical Troubleshooting – Replicates, isolates, and resolves basic in-browser software issues with confidence.
• Problem Solving & Analysis – Identifies the root cause of customer concerns and determines whether to resolve, guide, or elevate.
• Attention to Detail – Documents bugs, steps to reproduce, and feature requests accurately for the development team.
• Self-Management & Adaptability – Works independently with minimal oversight and adapts to a weekend and morning-focused schedule.

WHAT YOU WILL DO

• Responding to inbound support requests via email, phone, and/or text message
• Providing friendly and timely customer service to auto repair shop users
• Assisting customers with account access and login concerns
• Communicating the functionality of the platform and providing clarity on how features work
• Guiding users on tools such as customer text updates, digital vehicle inspection reports, declined service follow-ups, Google review generation, and marketing CRM tools
• Troubleshooting basic in-browser tool functions
• Replicating reported issues to identify their cause
• Escalating unresolved issues through clear and complete bug reports
• Tracking identified bugs and feature requests for submission to the development team
• Following up with customers on the status of reported issues

WHAT WE LOOK FOR

• Education: Bachelor's degree in Information Technology, Communications, Business Administration, or a related field preferred.
• Experience: 1–3 years of experience in technical support, customer support, or help desk roles, preferably supporting SaaS or web-based software. Prior remote technical support experience is a plus.
• Language Proficiency: Strong verbal and written English communication skills.
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Technical Skills: Proficient in Microsoft Office and Google Workspace.
• Comfortable troubleshooting browser-based applications (clearing cache and cookies, checking browser versions, testing in incognito mode, capturing screenshots and screen recordings).
• Experience with help desk or ticketing tools (e.g., Zendesk, Freshdesk, HubSpot Service Hub, Intercom) is preferred.
• Familiarity with CRM platforms is an advantage.
• Experience with bug or task tracking tools (e.g., Jira, Trello, Asana, ClickUp) is a plus.
• Familiarity with the automotive or auto repair industry is an advantage but not required.
• Self-motivated and able to work with minimal supervision.

WHAT WE OFFER

Salary Range: PHP 40,000 - 43,000

Industry: Automotive Software (SaaS for Auto Repair Shops)

Job Type: Full-time

Work Shift: 8:00 AM - 5:00 PM CST (USA)

Workdays: Friday through Monday, with the fifth workday scheduled on either Tuesday or Thursday (USA)

BENEFITS OF WORKING WITH US

• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Government-mandated benefits employer share
• Internet stipends upon regularization
• HMO Coverage upon regularization (with an option to enroll as early as Day 1)
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! DCX is an industry leading, offshore BPO company. We help ambitious US businesses grow and scale by equipping them with highly trained global talent, designed to help them overcome hiring challenges and add that much-needed layer of support for their team.