Provide high-quality phone and email support for a complex residential software platform, assisting users with account access and system navigation. Coordinate installations via Zoom and collaborate with internal teams to resolve complex technical bugs and issues.
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
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
