Onsite Night-Shift Customer Support Specialist - Education Tech

MicroSourcing; Cagayan de Oro; On-site; PHP 268,000 - 469,000; Full time

Benefits offered by this job

Healthcare day one

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Support Specialist to handle inbound support for volunteer tutors and their families from the SM Downtown, Cagayan De Oro City. The role operates onsite with a night shift, using Zendesk and Airtable to manage inquiries, tickets, and records.

You will respond to tickets, balance speed with quality, and follow SOPs while maintaining accurate tutor/student data. Previous remote/async work experience is desirable; strong English and problem-solving skills are

Qualifications

• Experience in customer service or helpdesk operations.
• Experience managing a ticket-based support queue with SLA requirements.
• Strong written English communication for emails and texts.
• Excellent organization and attention to detail in updating records.
• Ability to follow documented policies and SOPs with sound judgment.
• Ability to stay calm and professional under time-sensitive requirements.
• Problem-solving skills to resolve issues from inquiry to resolution.
• Comfort with learning new technology and working remotely.

Responsibilities

• Manage inbound support for tutors and families using Zendesk and Airtable.
• Respond to tickets via email and text with timely, accurate answers.
• Review a queue of tickets, balancing speed and quality per SLA.
• Update Airtable records to keep tutor/student data current.
• Resolve issues end-to-end using established procedures.
• Escalate complex problems to the appropriate leader when needed.

Skills

Customer service

Ticketing system

Written English

Attention to detail

SOPs adherence

SLA awareness

Remote/async work

Problem solving

Tools

Zendesk

Airtable

Freshdesk

Intercom

Job description

MicroSourcing is seeking a Customer Support Specialist to handle inbound support for volunteer tutors and their families from the SM Downtown, Cagayan De Oro City. The role operates onsite with a night shift, using Zendesk and Airtable to manage inquiries, tickets, and records.

You will respond to tickets, balance speed with quality, and follow SOPs while maintaining accurate tutor/student data. Previous remote/async work experience is desirable; strong English and problem-solving skills are