Customer Support Associate

Position Summary We 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.

Job Details Work setup: Work from home Schedule: Monday to Friday, 9:00PM to 6:00AM (Manila time) Holiday arrangement: US Holidays (Client Holiday Calendar Provided)

Responsibilities

Handle inbound customer support concerns through phone and email in a timely and professional manner Assist users with login and password related issues Support resident and superuser account concerns within the defined pilot scope Help coordinate and support KeyLink installations through scheduled Zoom sessions Document cases clearly and accurately in the ticketing platform Use sound judgment to assess issues, identify next steps, and provide clear guidance to customers Deliver patient, empathetic, and professional support to users with different levels of technical knowledge Escalate more complex issues, bugs, or system related concerns when needed Collaborate with internal teams and support leads to ensure customer concerns are resolved properly Learn product features, workflows, and support processes continuously as the support scope expands Use available documentation, help resources, and internal knowledge tools to find answers independently while knowing when to ask for help Maintain a strong customer first approach in every interaction Qualifications At least 1 to 3 years of experience in customer service, customer support, technical support, or help desk support Excellent English communication skills, both spoken and written Strong customer service or