Remote SaaS Support Specialist

Sourcefit; Philippines; On-site; PHP 246,000 - 379,000; Full time

Job summary

Sourcefit is hiring a Customer Support Associate to provide high-quality support for a complex software platform used in residential communities. The role emphasizes a warm, human support experience, not scripted responses, and requires strong communication, patience, and sound judgment.

The position involves handling phone and email support from a work-from-home setup, with a Manila-time schedule (Mon–Fri, 9:00 PM–6:00 AM).

Qualifications

• 1-3 years of experience in customer service, customer support, technical support, or help desk support.
• 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.
• Tech-savvy and confident using computers, web-based systems, and multiple tools at the same time.
• Strong multitasking skills across several screens and systems.
• Good judgment and problem-solving ability.
• Patient, personable, and able to stay calm with frustrated customers.
• Detail-oriented, reliable, and able to work in a fast-moving environment.
• Willing to learn and adapt to a large evolving software platform.
• Comfortable working remotely.

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 and provide clear guidance to customers.
• Deliver empathetic, professional support to users with varying technical knowledge.
• Escalate complex issues, bugs, or system related concerns when needed.
• Collaborate with internal teams to ensure customer concerns are resolved.
• Learn product features, workflows, and support processes as the scope expands.
• Use available documentation and internal tools to find answers independently.
• Maintain a strong customer-first approach in every interaction.

Skills

Customer service

English communication

Phone support

Email support

Tech-savvy

Multitasking

Remote work

Problem solving

Documentation

Tools

Freshdesk

Freshcaller

Slack

Jira

Confluence

Job description

Sourcefit is hiring a Customer Support Associate to provide high-quality support for a complex software platform used in residential communities. The role emphasizes a warm, human support experience, not scripted responses, and requires strong communication, patience, and sound judgment.

The position involves handling phone and email support from a work-from-home setup, with a Manila-time schedule (Mon–Fri, 9:00 PM–6:00 AM).