Remote Customer Support Associate — Night Shift (US Hours)

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

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,