Customer Support Specialist | | Onsite, Night shift

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Specialist

Location: SM Downtown, Cagayan De Oro City

Work setup & shift: Onsite, Night shift

Why join MicroSourcing? You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As a Customer Support Specialist, you will:

• Manage inbound support for volunteer tutors and the families/students they support, primarily using Zendesk and Airtable.
• Respond to Zendesk tickets, including email and text inquiries, from tutors and families regarding questions, concerns and issues.
• Review and manage a queue of support tickets while balancing response speed, quality and SLA requirements.
• Take appropriate follow-up actions in Airtable to ensure tutor and student records remain accurate and up to date.
• Resolve most support issues end-to-end, using sound judgment and established procedures.
• Follow documented policies and SOPs when handling tutor and family communications and platform-related concerns.
• Escalate specific or complex issues to the appropriate leader when required.
• Coordinate tutor and family communication when changes occur to tutoring arrangements.
• Update Airtable records to reflect changes to tutor/student pairings, profile statuses and other relevant information.
• Maintain accurate documentation and records following every required support action.
• Apply patience, empathy and professionalism when supporting tutors or families who may be frustrated or require additional assistance.
• Work independently in a remote and asynchronous environment while maintaining reliable service and timely responses.
  
  

What You Need

Non-negotiables

• Previous experience in customer service, customer support or help-desk operations.
• Experience managing a ticket-based support queue while balancing response time and quality.
• Strong written English communication skills, particularly for email and text-based customer support.
• Strong organizational and attention-to-detail skills, particularly when updating customer or user records.
• Ability to follow documented policies, procedures and SOPs while exercising sound judgment when handling exceptions.
• Ability to prioritize tasks and remain calm and professional when working under SLA or time-sensitive requirements.
• Strong problem-solving skills and the ability to manage customer issues from initial inquiry through resolution.
• Comfortable learning and working with new technology and software platforms.
• Reliable, self-directed and capable of working effectively in a remote/async environment.
  
  

Preferred Skills/expertise/experience

• Experience using Zendesk, Freshdesk, Intercom or similar ticketing/support platforms.
• Experience using Airtable or similar database, CRM or record-management tools.
• Previous experience in education, tutoring or nonprofit/youth-serving organizations.
• Previous remote-work experience.
• Experience managing support for multiple customer or user groups.
• Familiarity with workflows involving customer records, case management or database updates.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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