{"id":3877692,"url":"https://alion.io/job/cloudstaff-customer-support-representative-1-cebu","title":"Customer Support Representative 1 - Cebu","company":{"id":50080,"name":"Cloudstaff","domain":"cloudstaff.com","url":"https://alion.io/company/cloudstaff","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":75,"open_postings":127,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-29T16:38:17Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T23:09:27Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Our client is a global leader in commercial fitness equipment, producing the treadmills, ellipticals, bikes, strength equipment, and other machines found in fitness clubs, hotels, resorts, universities, and facilities around the world.\nWe're looking for a Customer Support Representative who understands more than just customer service.\nYes, you'll be helping customers by phone and email. But this isn't your typical call-center role whererestarting the device fixes everything.\nOur customers may need help identifying a replacement part, understanding which component they need, checking an order, tracking a shipment, or locating the correct part on an equipment diagram.\nIf you're comfortable looking at a machine, understanding how its components fit together, and helping someone figure out which part they actually need, we want to talk to you.\nThe Background We're Looking For\nThe strongest candidates will have customer service experience with companies that sell, manufacture, distribute, repair, or service physical equipment and replacement parts.\nYou may have worked with:\nFitness or exercise equipment\n\nAutomotive, motorcycle, or bicycle parts\n\nAppliances or appliance repair\n\nHVAC or refrigeration equipment\n\nIndustrial or manufacturing equipment\n\nPower tools or machinery\n\nAgricultural or construction equipment\n\nMedical or healthcare equipment\n\nElectronics involving replaceable mechanical components\n\nParts distributors, equipment dealers, or repair/service organizations\n\nWe're particularly interested in candidates who have experience ordering and tracking parts, identifying components, working with part numbers or SKUs, reading parts diagrams or exploded-view drawings, and communicating with technicians, repair partners, dealers, or customers about equipment.\nWhat's an exploded-view diagram?\nIf you already know the answer, we're off to a very good start.\nIt's the diagram that takes a machine apart onpaper and shows you where every nut, bolt, bracket, belt, bearing, panel, and mysterious little piece fits.\nYou don't need to be a mechanic or engineer. But you do need to be comfortable around tools, equipment, and mechanical partsand have the technical curiosity to figure out what you're looking at.\nWhat You'll Be Doing\nAs a Customer Support Representative I, you'll be one of the first people customers contact when they need help. You'll work with end users, fitness club owners and managers, maintenance teams, technicians, repair partners, dealers, and company's internal teams.\nYou'll:\nHandle inbound customer calls, emails, and CRM requests.\n\nCreate and update customer cases with accurate and useful information.\n\nHelp identify basic replacement parts using electronic diagrams, exploded-view drawings, product documentation, and parts information.\n\nPrepare and process non-warranty parts quotes and orders.\n\nLook up part numbers, pricing, availability, and order information.\n\nTrack parts and provide customers with shipping and delivery updates.\n\nHelp customers understand warranty, return, parts-credit, and service policies.\n\nMaintain accurate customer and equipment information in company systems.\n\nWorkwith Sales, Shipping, Credit, Accounting, Service, and other internal teams.\n\nRecognize when an issue needs additional technical support and get it to the right person.\n\nFollow up with customers instead of letting their request disappear into the great customer-service black hole.\n\nQualifications\nCustomer service experience in a high-volume call center, customer support, parts support, equipment support, or comparable service environment.\n\nExperience using a CRM system; Salesforce experience is preferred.\n\nStrong spoken and written English, with CEFR B2 or higherrequired; C1 preferred.\n\nStrong attention to detail-especially when working with part numbers, orders, customer information, and documentation.\n\nAbility to manage multiple requests and priorities while meeting deadlines.\n\nProfessional phone and email communication skills.\n\nProficiency with Microsoft Office and the ability to learn multiple business systems.\n\nExperience with SAP, particularly order entry, parts support, account updates, or similar functions, is highly desirable.\nStrongly Preferred Experience\nWe're especially interested in candidates who have experience with one or more of the following:\nParts ordering\nParts identification\nParts tracking\nOrder entry\nEquipment support\nWarranty support\nService coordination\nMechanical components\nTools\nEquipment diagrams\nExploded-view drawings\nParts catalogs\nTechnician support\nDealer support\nSAP\nWhat Will Help You Stand Out\nIf you've ever helped a customer or technician figure out which physical part they needed, found the correct part number, entered the order, checked inventory, tracked the shipment, or used a diagram to identify a component, make sure we know about it.\nThat's exactly the kind of experience we're looking for.\nAnd don't worry-you don't need to be a gym fanatic to work with the client.\nYou just need to know the difference between troubleshooting a machine and troubleshooting someone's Netflix.\nPerks and benefits\nHMO Coverage\nAnnual Performance Review with Salary Increase\nBecome part of the Employee Share Units program\nCloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.\nComprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment\nEndless opportunities for career advancement\nExclusive partnership with the IPA to offer a professional CPD pathway\nExclusive partnerships that offer Cloudstaff accountants additional training sessions\nFlexible leave credits which may be used for vacation, emergency, and sick leaves\nIn-house psychiatrist available to support employees' well-being\nInternational career growth and connections\nLook forward to weekly office perks for work from office staff - Free Coffee, Meals, and Beer Fridays!\nMental Wellness Employee Assistance program through Lifeworks\nParticipate and join our CS Social Clubs and Special Interest Groups to connect with colleagues\nQuarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled\nSuperb and exciting Mid-Year Parties - with items to give away and cash prizes!\nTop notch workplace with first class VIP lounge and game rooms\nUnlimited cash incentives for hired referrals\nWe set you up for success with a company-provided PC/Laptop","description_format":"text","description_chars":6433,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Life insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Outsourcing & Dedicated Teams","Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-11-06T17:06:22Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely 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