Frontline Support Dispatcher (SaaS Technical Support)

About ProSource

At ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment.

Role Overview:

We are looking for a proactive Frontline Support Dispatcher to manage first responses to customer inquiries, resolve common issues, and ensure proper triage and handoffs to the appropriate teams. The ideal candidate has strong written communication and troubleshooting skills, experience with live chat or ticketing platforms, and the ability to manage multiple conversations while maintaining excellent customer service and accurate documentation.

Key Responsibilities:

• First response - you give the first human response on every Tower handoff during staffed hours, within 15 minutes.
• Quick wins - you resolve how-to, navigation, configuration, and anything the KB covers in the chat.
• Triage - you categorize, prioritize, and assign every Tower handoff you don't resolve, so it reaches the right dedicated agent or inbox on the first assignment.
• Handoffs - you send anything longer to one dedicated agent with a complete write-up, so the customer never repeats themselves.
• Diagnostics - before handoff, you gather account, user, product, device or platform, steps to reproduce, and screenshots or screen recordings.
• Tower misses - you flag questions Tower should have answered the same day.
• Intercom hygiene - you tag, categorize, and document every conversation to Pilotbase standards.
• Concurrency - you handle multiple chats at once without dropping quality.

Qualifications:

• 2+ years of customer support in live chat or ticketing (SaaS preferred)
• Clear, concise, professional written English
• Hands-on experience with Intercom, Zendesk, or a similar platform
• Troubleshooting instincts - the right question, asked the first time
• Comfortable working from documented processes, with judgment on when to escalate

Schedule:

• Monday to Friday, 8pm to 5am PHT

Work Set-up:

• Remote

What's in it for you?

• 💸 Highly competitive salary
• 🏥 HMO coverage for you and your dependents on Day 1
• 💻 Enjoy a full time remote work setup with all the tools you need
• 🌱 Full-time role with excellent perks and benefits

Ready to take the next step? Apply now and be part of our team!