Senior Technical Support Representative | WFH | Dayshift

1 week ago

Baguio, Philippines MicroSourcing Full time

Senior Technical Support Representative | WFH | Dayshift

Join to apply for the Senior Technical Support Representative | WFH | Dayshift role at MicroSourcing

Overview

Position: Customer Success Representative (Senior)
Location: Eastwood, Libis, Quezon City
Work setup & shift: Work from Home | Dayshift

Responsibilities
  • Support customers by promptly addressing inquiries, providing solutions, and troubleshooting issues to ensure seamless client experiences.
  • Educate customers through ongoing training on product features, updates, and best practices to maximize platform value.
  • Escalate complex cases to senior members of the success or technical teams for efficient resolution.
  • Gather & relay customer feedback to product development for innovation and improvement.
  • Document & share customer interactions, solutions, and best practices with the team.
  • Stay updated on product enhancements, industry trends, and customer success strategies to deliver strategic, high-quality support.
Qualifications
  • Minimum 3 years of experience in a Customer Success, Support, or Account Management role within a SaaS environment.
  • Experience in training, mentoring, or leading team members across functions (e.g., onboarding, support, technical teams).
  • Proven ability to troubleshoot and resolve issues with a customer-focused approach.
  • Strong written and verbal communication skills, with the ability to simplify complex topics for diverse audiences.
  • Experience working cross-functionally with product, sales, and technical teams.
Preferred skills & expertise
  • Experience with Property Management Systems (PMS), POS, Booking Engines, Channel Management, and OTAs like Booking.com and Airbnb.
  • Familiarity with Guest Engagement & CRM systems, Revenue Management, and Review Management tools.
  • Experience with RMS Cloud PMS or other Property Management Systems.
About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing believes our strength lies in our people’s diversity and talent. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone and opportunities for each individual to thrive. Equality is a core value of our company.

For more information, visit

Employment details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Outsourcing and Offshoring Consulting
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