SaaS Customer Support Specialist - Remote

MicroSourcing; Manila; On-site; PHP 334,800 - 368,280; Full time

Job summary

MicroSourcing is seeking a Customer Support Associate (SaaS) to deliver outstanding service from a home-based setup. You will handle inquiries, troubleshoot issues, and guide customers through our software to ensure smooth experiences across channels.

This role requires strong English communication, CRM familiarity, and the ability to thrive in a fast-paced SaaS environment while collaborating with global teams.

Qualifications

• Experience in customer support or related role.
• Proficient in CRM usage.
• Able to work varied hours including holidays/weekends.

Responsibilities

• Deliver exceptional customer experiences with each interaction.
• Master product to resolve customer issues.
• Respond promptly to customer queries with a proactive approach.
• Log, validate, track, and resolve incidents using incident management tools.
• Collaborate with cross-functional teams worldwide to deliver service.
• Learn CRM integrations and troubleshoot advanced issues.

Skills

Business English

Customer support

Analytical mindset

Stress tolerance

Fast learner

Tools

CRM tools

Incident management tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Associate (SaaS)

Work setup: Work from home

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

About The Role

In this role, you will become an integral part of our international team dedicated to helping customers maximize the value of our product. Your primary responsibility will be to engage with customers through various channels such as in-app chat, email, and video conferencing, addressing their inquiries and concerns promptly and effectively.

Key Responsibilities

• Deliver unparalleled customer experiences, ensuring every interaction leaves a positive impression.
• Master the intricacies of our product to efficiently resolve customer issues and inquiries.
• Respond promptly to customer queries, demonstrating a proactive and customer-centric approach.
• Utilize incident management technologies to log, validate, track, and resolve application-related incidents.
• Collaborate closely with cross-functional teams globally to deliver world-class customer service.
• Get to know CRM integrations and how to troubleshoot more advanced issues.
  
  

About You

• Strong written and verbal communication skills. Business English proficiency required.
• Previous experience in customer support or a related customer service role, ideally involving the use of CRMs or similar tools.
• A quick learner with an analytical mindset and the ability to thrive in a fast-paced environment.
• Demonstrated stress tolerance and flexibility to work varied hours, including holidays and weekends.
  
  

Desirable Skills (Bonuses)

• Interest in SaaS and web applications.
• Basic knowledge of the software development process and system design.
• Experience in monitoring technical or product metrics.
• A great sense of humor and the ability to connect with customers on a personal level.
• Fluency in additional foreign languages (please specify if applicable).
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply