Remote Technical Support Specialist, Customer Experience

MicroSourcing International; Manila; Remote; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company events

Flexible work arrangements

Career growth opportunities

Job summary

MicroSourcing is seeking a Technical Support Representative to engage with customers remotely from the Philippines. You will handle technical support across hardware and software, manage account configuration, and collaborate with cross-functional teams.

The role emphasizes out-of-hours support, fast resolution, and becoming a subject matter expert for product usage. The company highlights inclusive culture, opportunities for career growth, and performance-driven rewards.

Qualifications

• Financial industry experience is required.
• Passionate about customer experience and problem solving.
• Ability to work autonomously yet collaboratively.
• Be able to balance speed, perfection, functionality, cost and customer experience.
• Be an active participant in improving products, services and customer experience.

Responsibilities

• Supporting out-of-hours, day to day engagement with customer base via phone, and email, covering.
• Technical support ranging from hardware and software support to account configuration and management.
• Escalations between operational functions such as Risk and Compliance, and Finance Operations.
• Internal support to other Customer Success Team members to help resolve issues quickly for customers.
• Becoming the subject matter expert and establishing the function's centre of excellence for product usage and support knowledge.
• Hardware fulfilment handling and supply chain support.
• Ship hand over to enable seamless support of customers.
• Escalation of urgent / priority cases on shore during out-of-hours operations.
• Product and service defect escalations to Engineering.
• Product improvement advice and feature request feedback across functionality, CX / UX, public web and funnel leakage.
• Continuous improvement of support operating model design and implementation from systems, data, process to people.

Skills

Financial industry experience

Customer experience

Problem solving

Autonomy

Collaboration

Job description

MicroSourcing is seeking a Technical Support Representative to engage with customers remotely from the Philippines. You will handle technical support across hardware and software, manage account configuration, and collaborate with cross-functional teams.

The role emphasizes out-of-hours support, fast resolution, and becoming a subject matter expert for product usage. The company highlights inclusive culture, opportunities for career growth, and performance-driven rewards.