Customer Support Representative at Sourcefit

Job description

JOB OVERVIEW We are seeking a dedicated and customer-focused Customer Support Representative to serve as the first point of contact for customers and suppliers. This role is responsible for delivering professional, timely, and solutions-oriented support across multiple communication channels, including phone and email. The ideal candidate is patient, empathetic, and detail-oriented, with the ability to troubleshoot issues, navigate multiple systems, and adapt quickly in a dynamic, product-driven environment. This position involves medium-volume inbound calling, professional engagement with customers and prospects, and accurate documentation of interactions within CRM and ticketing systems. JOB DETAILS Work Set-Up: Work from Home Schedule: Monday to Friday | 8:00 AM – 5:00 PM | EST Holiday: Will follow Philippine holidays RESPONSIBILITIES • Serve as the primary point of contact for customer and supplier inquiries via phone and email • Handle medium-volume inbound calls and ensure professional, courteous customer interactions • Troubleshoot and resolve inquiries related to orders, sales, and basic technical or system issues • Correspond with customers through Jira Service Management or similar ticketing platforms • Accurately log call outcomes, customer interactions, and case updates in CRM systems • Work across multiple internal systems, dashboards, and tools to resolve customer concerns • Identify recurring issues or patterns and escalate insights to the appropriate teams • Ensure compliance with internal processes, documentation standards, and service-level expectations QUALIFICATIONS • Previous experience in a call center or customer support role • Strong verbal and written English communication skills • Ability to handle objections and manage customer expectations professionally • Experience working with CRM and ticketing systems (e.g., Jira, Zendesk, or similar) • Comfortable navigating multiple systems and tools simultaneously • High attention to detail with strong documentation and compliance awareness • Solid problem-solving skills and the ability to learn new products and processes quickly • Ability to work effectively in a high-volume, target-driven environment

Requirements

Must-haves

This position involves medium-volume inbound calling, professional engagement with customers and prospects, and accurate documentation of interactions within CRM and ticketing systems.
Work Set-Up: Work from Home
Schedule: Monday to Friday | 8:00 AM – 5:00 PM | EST
Holiday: Will follow Philippine holidays
Serve as the primary point of contact for customer and supplier inquiries via phone and email
Handle medium-volume inbound calls and ensure professional, courteous customer interactions
Troubleshoot and resolve inquiries related to orders, sales, and basic technical or system issues
Correspond with customers through Jira Service Management or similar ticketing platforms
Accurately log call outcomes, customer interactions, and case updates in CRM systems
Work across multiple internal systems, dashboards, and tools to resolve customer concerns
Identify recurring issues or patterns and escalate insights to the appropriate teams
Ensure compliance with internal processes, documentation standards, and service-level expectations
Previous experience in a call center or customer support role
Strong verbal and written English communication skills
Ability to handle objections and manage customer expectations professionally
Experience working with CRM and ticketing systems (e.g., Jira, Zendesk, or similar)
Comfortable navigating multiple systems and tools simultaneously
High attention to detail with strong documentation and compliance awareness
Solid problem-solving skills and the ability to learn new products and processes quickly
Ability to work effectively in a high-volume, target-driven environment

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

jira

Platform: breezy
Effort: medium