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Customer Support Analyst (Homebased)

O

Outsourced Quality Assured Services Inc.

10 - 20K PHP
Full-time
Metro Manila
Customer ServiceCommunication SkillsProblem SolvingConflict ResolutionEmpathyTime ManagementTechnical SupportKnowledge of Web3Active ListeningData Entry

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

We're hiring a remote Customer Support Analyst to be the first line of support for our customers. You'll triage incoming requests, resolve common issues, and investigate and gather context before escalating more complex questions. You'll use AI tools heavily to help analyze issues, draft responses, and scale support workflows. You will report to the Director of Customer Solutions.

 

What You'll Do:

  • Triage and manage incoming customer support tickets

  • Work directly with customers via support channels (email, slack, Pylon)

  • Investigate issues using internal tools, documentation, and AI

  • Resolve common product, account, and troubleshooting questions

  • Review AI-generated analyses and responses, correcting or adding context as needed

  • Route technical or complex issues to Customer Solutions, Product, or Engineering

  • Build and maintain articles in the knowledge base

  • Identify patterns in issues and improve documentation & support processes

  • Keep customers updated and ensure tickets are resolved quickly

 

Qualifications:

  • Strong written communication and customer service skills

  • Excellent problem-solving ability and attention to detail

  • Curious and comfortable learning technical products

  • Strong judgment around when to resolve vs. escalate an issue

  • Organized and able to manage multiple requests

  • Strong grasp of various AI tools (Claude, ChatGPT, Grok, etc) and independently validating their output

  • Ability to work independently and take ownership

 

Bonus Points

  • Experience in customer support, operations, or customer success

  • Experience supporting a B2B SaaS or technical product

  • Familiarity with support tools such as Pylon, Zendesk, or Intercom

  • Familiarity with APIs, fraud, security, or risk systems

 

 

Additional Information:

  • Homebased

  • M to F, 11pm to 8am PH Time 



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.

  

In compliance to data privacy law, make sure that the following is included at all times:

  

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.

Please refer to job description.