EmpireOne BPO Solutions Inc.

Job Title: Caliber Support Specialist, Virtual Assistant (Tier I)
Team: Customer Support
Position Reports To: Sr. Manager of Customer Support
Work Arrangement: Office Base, Onsite Set Up (Carcar Cebu Site)
Position Overview
The Caliber Support Specialist (VA) provides frontline technical support for customers, our accounting and back-office platform for community management. This role owns first-touch response, triage, and resolution of standard support requests across phone, email, and chat, and escalates complex or product-level issues to our stateside Tier II Technical Specialists with clean, complete documentation. Because Caliber is an accounting platform, this role requires a working understanding of accounting, ideally HOA or community association accounting, so the specialist can tell the difference between a user process question, an accounting question, and a system issue. We are looking for a candidate who combines accounting experience with customer or technical support experience, strong written and verbal English communication, and a track record of ownership and follow-through on every customer interaction.
Essential Functions
<ul>
<li>Responds to inbound customer requests via phone, email, and chat within established SLA targets</li>
<li>Triages, categorizes, and assigns new cases; resolves Tier I issues independently and routes the rest to the appropriate team member</li>
<li>Gathers complete problem details, reproduction steps, and account context before resolving or escalating, so Tier II receives actionable cases</li>
<li>Escalates complex technical issues and suspected product bugs to stateside Tier II Technical Specialists with full documentation</li>
<li>Performs basic data lookups and account verification to support troubleshooting</li>
<li>Supports customers with day-to-day accounting workflows in Caliber, including accounts receivable, accounts payable, bank reconciliations, journal entries, and month-end close questions</li>
<li>Assists with HOA-specific processes such as homeowner assessments and billing, owner ledger inquiries, late fees, and delinquency processing</li>
<li>Determines whether an issue stems from user process, data entry, accounting setup, or system behavior before resolving or escalating</li>
<li>Handles sensitive financial and homeowner data in compliance with FRONTSTEPS security, privacy, and account verification standards</li>
<li>Documents all customer interactions and case activity in the CRM and ticketing system</li>
<li>Follows established knowledge base articles, macros, and support playbooks, and flags gaps or outdated content</li>
<li>Communicates status updates to customers proactively and owns cases through resolution or confirmed handoff</li>
<li>Stays current on FRONTSTEPS Caliber releases, known issues, and support process changes</li>
<li>Performs other duties as assigned</li>
</ul>
Skills and Qualifications
<ul>
<li>2+ years in a customer support or technical support role, ideally supporting SaaS or accounting software</li>
<li>Excellent written and verbal English communication with clear, professional spoken English suited to U.S. customer phone support; able to explain technical and accounting information to non-technical customers</li>
<li>Strong troubleshooting fundamentals, including the ability to reproduce, isolate, and clearly document issues</li>
<li>Demonstrated use of CRM and ticketing applications (Salesforce or similar)</li>
<li>Accounting experience required: 2+ years in bookkeeping, accounts payable/receivable, general ledger, or similar work; a degree in Accountancy, Accounting, or a related field preferred</li>
<li>Working knowledge of core accounting concepts, including double-entry bookkeeping, chart of accounts, accrual vs. cash basis, bank reconciliations, and month-end close</li>
<li>HOA, community association, or U.S. property management accounting experience strongly preferred (assessments, reserve funds, owner ledgers, delinquencies, fund accounting)</li>
<li>Familiarity with U.S. accounting conventions and terminology (U.S. GAAP basics, ACH payments, 1099 reporting); prior experience supporting U.S. clients in an offshore accounting or BPO role a plus</li>
<li>Experience with accounting software such as QuickBooks, Xero, or community association / property management platforms a plus</li>
<li>Proficient in Microsoft Excel (sorting, filtering, lookups, pivot tables) for reviewing exports and reconciling data</li>
<li>Strong attention to detail and accuracy when working with financial data</li>
<li>Basic SQL exposure a plus</li>
<li>Comfortable managing multiple queues and shifting priorities within compressed time frames</li>
<li>High sense of urgency, ownership, and follow-through on escalated or aging cases</li>
<li>Collaborative, upbeat work ethic; proactive customer service mindset</li>
</ul>
Work Environment and Equipment
<ul>
<li>Onsite Set up (candidate should be amenable to work in Carcar site)</li>
<li>Availability for an overnight Philippine shift covering U.S. Mountain Time business hours (approximately 10:00 PM to 7:00 AM PHT during U.S. daylight saving time and 11:00 PM to 8:00 AM PHT during standard time), with flexibility for occasional coverage adjustments</li>
</ul>
Pay: Php15,000.00 - Php25,000.00 per month
Benefits:
<ul>
<li>Company events</li>
<li>Free parking</li>
<li>Health insurance</li>
<li>On-site parking</li>
<li>Opportunities for promotion</li>
<li>Paid training</li>
<li>Promotion to permanent employee</li>
</ul>
Work Location: In person

Caliber Support Specialist, Virtual Assistant (Tier I)

Caliber Support Specialist, Virtual Assistant (Tier I)

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