Customer Support Associate

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🕒 April 21

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🎯 Recruiter

B2B • SaaS • Recruitment

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• US Holidays (Client Holiday Calendar Provided)