Remote Support Specialist I — Night Shift, Salesforce

MicroSourcing; Manila; On-site; PHP 223,000 - 391,000; Full time

Benefits offered by this job

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Performance bonuses

Job summary

MicroSourcing, the Philippines-based company, is hiring a Support Specialist I for remote night-shift coverage. You will manage Tier 1 customer cases via phone, email, and portal, and document all interactions in Salesforce to ensure accurate case updates and SLA adherence.

Ideal candidates have CRM literacy, strong English communication, and analytical problem-solving skills, with 0–2 years in technical support or B2B customer service, and familiarity with Salesforce Service Cloud.

Qualifications

• Technical & CRM literacy: experience with MS Office Suite and CRM case management platforms (e.g., Salesforce).
• Excellent written and verbal English communication for technical and non-technical audiences.
• Analytical mindset with attention to detail when analyzing technical problems.

Responsibilities

• Manage and resolve incoming Tier 1 customer cases via phone, email, and support portal.
• Document all customer interactions, case updates, and technical steps in Salesforce CRM.
• Maintain rapid response times and ticket resolution speeds per SLAs.
• Troubleshoot technical issues and collaborate with internal teams for lasting solutions.
• Author knowledge base articles, user guides, and internal documentation to improve efficiency.
• Encourage adoption of self-service channels and assist with Salesforce reporting and releases.
• Collaborate with internal stakeholders and attend client status meetings as needed.

Skills

MS Office Suite

English communication

Analytical thinking

Tools

Salesforce Service Cloud

Job description

MicroSourcing, the Philippines-based company, is hiring a Support Specialist I for remote night-shift coverage. You will manage Tier 1 customer cases via phone, email, and portal, and document all interactions in Salesforce to ensure accurate case updates and SLA adherence.

Ideal candidates have CRM literacy, strong English communication, and analytical problem-solving skills, with 0–2 years in technical support or B2B customer service, and familiarity with Salesforce Service Cloud.