Position Summary
We are looking for a Customer Support Associate to provide high-quality customer support for a complex software platform used in residential communities. This role is customer service driven and requires strong communication, sound judgment, patience, and the ability to guide users with varying levels of technical ability. The ideal candidate is comfortable handling both phone and email support, learning a broad product environment, and delivering a warm, human support experience rather than scripted interactions.
Job Details
- Work setup: Work from home
- Schedule: Monday to Friday, 9:00PM to 6:00AM (Manila time)
- Holiday arrangement: US Holidays (Client Holiday Calendar Provided)
Responsibilities
- Handle inbound customer support concerns through phone and email in a timely and professional manner
- Assist users with login and password related issues
- Support resident and superuser account concerns within the defined pilot scope
- Help coordinate and support KeyLink installations through scheduled Zoom sessions
- Document cases clearly and accurately in the ticketing platform
- Use sound judgment to assess issues, identify next steps, and provide clear guidance to customers
- Deliver patient, empathetic, and professional support to users with different levels of technical knowledge
- Escalate more complex issues, bugs, or system related concerns when needed
- Collaborate with internal teams and support leads to ensure customer concerns are resolved properly
- Learn product features, workflows, and support processes continuously as the support scope expands
- Use available documentation, help resources, and internal knowledge tools to find answers independently while knowing when to ask for help
- Maintain a strong customer first approach in every interaction
Qualifications
- At least 1 to 3 years of experience in customer service, customer support, technical support, or help desk support
- Excellent English communication skills, both spoken and written
- Strong customer service orientation with the ability to build rapport and communicate clearly
- Comfortable handling phone-based and email-based support
- Tech-savvy and confident using computers, web-based systems, and multiple tools at the same time
- Strong multitasking skills and the ability to work across several screens and systems efficiently
- Good judgment and problem-solving ability
- Patient, personable, and able to stay calm when dealing with frustrated customers
- Detail-oriented, reliable, and able to work well in a fast-moving environment
- Comfortable learning a large and evolving software platform
- Willing to ask questions, receive feedback, and continuously learn
- Comfortable working remotely
Nice to Haves
- Experience supporting a SaaS product or software platform
- Experience using Freshdesk, Freshcaller, Slack, Jira, Confluence, or similar tools
- Experience supporting customers with account access, system navigation, or basic troubleshooting concerns
- Background in teaching, training, or other roles that involve guiding users step-by-step
- Experience working with complex products that require continuous learning