Remote Customer Support Analyst – AI-Driven Triage

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

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