Support Specialist - Homebased

Job Description

Company Description
  
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

**This is a client facing role that interacts with clients by email primarily; chat and phone secondarily**


Essential Functions 

1. Interacts with customers via telephone, chat and/or e-mail to provide software support regarding our products and services
2. Manage case load by prioritizing based on multiple factors and communicate with development team accordingly; follow the escalation process when needed
3. Maintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc.
4. Provide education/basic training to clients on Company's software modules
5. Responsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and concisely
6. Provide detailed reports to our Development team to assist in the resolution for any bugs in the software
7. Import and configure client data within Company's software

Competencies/personality traits 

1. Excellent writing skills and attention to detail
2. Excellent verbal and coaching skills
3. Proficiency with Microsoft Office
4. Ability to work independently and consistently meet deadlines
5. Ability to handle multiple tasks with capability of prioritizing
6. Must thrive in a fast-paced environment

Nice to have

1. Experience with Salesforce Support or similar software
2. Knowledge of Target Process or other ticketing systems
3. Risk/Compliance Management experience

Prior experience 
Prior working experience a candidate should have. 

• At least 3 years’ experience working in a client facing role and
• At least 1-2 years of support experience with a software company, preferably SAAS or FinTech

Must have reliable internet connection at home
Must be willing to work 9PM - 6AM Manila Time (M-F)
Must be comfortable working Homebased


By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.