{"id":233348,"url":"https://alion.io/job/sourcefit-customer-support-associate","title":"Customer Support Associate","company":{"id":50085,"name":"Sourcefit","domain":"sourcefit.com","url":"https://alion.io/company/sourcefit","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":81,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0.1,"time_to_fill_p50_days":36,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":18000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":708},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":true},{"name":"Freshdesk","optional":true},{"name":"Jira","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-07-17T09:09:58Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T23:07:53Z","board_verified":true,"closed_at":null,"days_open":112,"trust":{"level":"stale","repost_count":1,"flags":["stale"],"days_open":111},"description":"Position Summary\nWe are looking for a Customer Support Associate to provide high-quality customer support for a complex software platform used in residential communities. This role is customer service driven and requires strong communication, sound judgment, patience, and the ability to guide users with varying levels of technical ability. The ideal candidate is comfortable handling both phone and email support, learning a broad product environment, and delivering a warm, human support experience rather than scripted interactions.\nJob Details\nWork setup: Work from home\nSchedule: Monday to Friday, 9:00PM to 6:00AM (Manila time)\nHoliday arrangement: US Holidays (Client Holiday Calendar Provided)\nResponsibilities\nHandle inbound customer support concerns through phone and email in a timely and professional manner\nAssist users with login and password related issues\nSupport resident and superuser account concerns within the defined pilot scope\nHelp coordinate and support KeyLink installations through scheduled Zoom sessions\nDocument cases clearly and accurately in the ticketing platform\nUse sound judgment to assess issues, identify next steps, and provide clear guidance to customers\nDeliver patient, empathetic, and professional support to users with different levels of technical knowledge\nEscalate more complex issues, bugs, or system related concerns when needed\nCollaborate with internal teams and support leads to ensure customer concerns are resolved properly\nLearn product features, workflows, and support processes continuously as the support scope expands\nUse available documentation, help resources, and internal knowledge tools to find answers independently while knowing when to ask for help\nMaintain a strong customer first approach in every interaction\nQualifications\nAt least 1 to 3 years of experience in customer service, customer support, technical support, or help desk support\nExcellent English communication skills, both spoken and written\nStrong customer service orientation with the ability to build rapport and communicate clearly\nComfortable handling phone-based and email-based support\nTech-savvy and confident using computers, web-based systems, and multiple tools at the same time\nStrong multitasking skills and the ability to work across several screens and systems efficiently\nGood judgment and problem-solving ability\nPatient, personable, and able to stay calm when dealing with frustrated customers\nDetail-oriented, reliable, and able to work well in a fast-moving environment\nComfortable learning a large and evolving software platform\nWilling to ask questions, receive feedback, and continuously learn\nComfortable working remotely\nNice to Haves\nExperience supporting a SaaS product or software platform\nExperience using Freshdesk, Freshcaller, Slack, Jira, Confluence, or similar tools\nExperience supporting customers with account access, system navigation, or basic troubleshooting concerns\nBackground in teaching, training, or other roles that involve guiding users step-by-step\nExperience working with complex products that require continuous 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