Customer Support Specialist (Home-based)

Job DescriptionAbout Us: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 1,000 talented professionalsKey ResponsibilitiesYour responsibilities will include, but are not limited to:Provide customer-centric, email-based support via Freshdesk, ensuring a high-quality and timely user experience.Monitor and manage Service Desk queues, responding to customer enquiries within agreed SLAs.Triage and categorise incoming tickets accurately to ensure correct prioritisation.Troubleshoot and resolve configuration and application-related issues.Escalate complex issues appropriately to Level 2 Support or the technical team or verifications team.Translate customer-reported technical issues into clear, actionable feedback for the Product and Development teams.Maintain accurate ticket documentation and case history.Maintain and update user documentation, FAQs, and support guides.Identify recurring issues and contribute to continuous process and product improvement.EssentialKey Skills & Experience:Experience in a customer support or helpdesk role (ideally in SaaS or technology).Strong written communication skills, as the role is primarily email-based.High attention to detail and ability to manage multiple tickets concurrently.Understanding of SLA requirements and the importance of timely responses.Ability to triage issues effectively and escalate where appropriate.Technically savvy and comfortable learning new software platforms quickly.A customer-first mindset with a calm and helpful approach.Highly DesirableExperience using Freshdesk or a similar ticketing platform.Experience supporting a SaaS product.Exposure to structured support environments with defined processes and KPIs.Work LocationHome-basedShould have strong internet connection (minimum of 20 mbps)Should have own Laptop/PC (minimum of i5 8GB RAM) Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.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.