Sourcefit Philippines, Inc.
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
Sourcefit Philippines, Inc.
