Support Specialist I

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

Discover your 100% YOU with MicroSourcing!

Position:

Support Specialist I

Work setup & shift:

Remote | Night Shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one plus dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Be part of a supportive team working closely with Telesales, Credit, and Customer Service Managers to maximize sales outcomes.
• Work-Life Harmony: Experience a structured and engaging sales environment with clear KPIs and targets.
• Career Growth: Develop your expertise in outbound sales, customer acquisition, and relationship management within a leading Australian fuel and convenience brand.
• Inclusive Teamwork: Work in a collaborative environment that values initiative, professionalism, and high performance.

Your Role

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

Non-negotiables

What You Need:

• Technical & CRM Literacy: Experience or strong familiarity with MS Office Suite and CRM case management platforms (e.g., Salesforce).
• Communication Skills: Excellent written and verbal English communication tailored for both technical and non-technical audiences.
• Analytical & Critical Thinking: Logical troubleshooting mindset with strong attention to detail when analyzing technical problems.
• Schedule Availability: Flexibility to work holidays, weekends, or shifting hours as required by support coverage.

Preferred Skills / Expertise

• 0-2 years of prior experience in technical support, helpdesk operations, or B2B customer service.
• Direct hands-on experience using Salesforce Service Cloud for ticketing and reporting.
• Familiarity with software release management cycles and technical testing workflows.
• Prior experience in agribusiness, supply chain, or SaaS technology environments.

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 foster an inclusive culture that celebrates initiative, professionalism, and collaboration.

At MicroSourcing, equality is not just a principle- it's how we work. We celebrate your impact, growth, and contribution to driving business success.

www.microsourcing.com

Terms & conditions apply.