Support Specialist

Marchex; Philippines; Remote; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Support Specialist to manage requests on Callcap and Sonar platforms from a work-from-home setup. You will monitor cases in Salesforce and respond within SLAs to ensure smooth analytics and texting services.

The role requires strong English communication, excellent organization, and basic knowledge of JavaScript, SQL, APIs, and Excel. You will join a diverse team with opportunities for growth and flexible work arrangements.

Qualifications

• Excellent organizational skills and ability to manage multiple tasks.
• Excellent English written communication skills are required.
• Familiar with JavaScript, SQL, API processes, and Excel is a strong plus.
• Experience identifying problems and coming up with solutions.

Responsibilities

• Process Callcap requests including CTN provisioning, campaign setup and updates, CTN reactivation and general troubleshooting.
• Process Sonar requests including new account setup, 10DLC registration, and general troubleshooting.
• Monitor support case queue in Salesforce and respond to cases within SLAs.

Skills

Excellent organizational skills

Excellent English written

Problem solving

JavaScript

SQL

APIs

Excel

Tools

JavaScript

SQL

APIs

Excel

Job description

Discover your 100% YOU with MicroSourcing!

Position: Support Specialist

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.

Your role:

The Support Specialist will be responsible for completing requests on specific customer accounts. The requests will primarily be completed within Callcap and Sonar platforms, spanning call analytics and texting services.

Callcap requests will include, but not be limited to:

• CTN provisioning

• Campaign set up

• Campaign updates

• CTN reactivation

• General account troubleshooting

Sonar requests will include, but not be limited to:

• New account and user set-up

• 10DLC number registration

• General account troubleshooting

These requests will be sent to the Support Specialist through Salesforce CRM platform in the form of a support case, where the Support Specialist will be expected to monitor support case queue throughout the day and will respond to cases within specified SLAs.

Qualifications

• Excellent organizational skills and ability to manage multiple tasks throughout the day.

• Excellent English written communication skills are required.

• Familiarly with JavaScript, SQL, API processes, and Excel a strong plus.

• Experience identifying problems and coming up with suggestions for a solution.

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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