Customer Support Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address inbound customer support inquiries via phone and email promptly and professionally.

• Assist users with issues related to login and passwords.

• Provide support for resident and superuser account inquiries within the specified pilot scope.

• Help coordinate and facilitate KeyLink installations through scheduled Zoom sessions.

• Accurately document cases in the ticketing system.

• Use sound judgment to evaluate issues, determine next steps, and offer clear guidance to customers.

• Provide patient, empathetic, and professional support to users with varying levels of technical expertise.

• Escalate complex issues, bugs, or system-related concerns when necessary.

• Collaborate with internal teams and support leads to ensure that customer issues are resolved effectively.

• Continuously learn product features, workflows, and support processes as the support scope evolves.

• Utilize available documentation, help resources, and internal knowledge tools to independently find solutions while recognizing when to seek assistance.

• Maintain a strong customer-first approach in all interactions.

⛳️ Requirements

• A minimum of 1 to 3 years of experience in customer service, customer support, technical support, or help desk support.

• Exceptional English communication skills, both verbal and written.

• Strong customer service focus with the ability to build rapport and communicate effectively.

• Comfortable providing support via phone and email.

• Tech-savvy and confident in using computers, web-based systems, and multiple tools simultaneously.

• Strong multitasking abilities and efficiency in managing several screens and systems at once.

• Good judgment and problem-solving capabilities.

• Patient, personable, and able to remain calm when interacting with frustrated customers.

• Detail-oriented, dependable, and capable of thriving in a fast-paced environment.

• Willingness to learn a large and evolving software platform.

• Open to asking questions, receiving feedback, and continuously improving.

• Comfortable working remotely.

🏝️ Benefits

• US Holidays (Client Holiday Calendar Provided)