Remote Customer/Technical Support Representative (SaaS)

We are looking for a Home-Based Customer Support Representative to join a growing U.S.-based company in the promotional products industry. In this role, you will provide front-line customer support through live chat and email, assisting customers with platform-related inquiries, troubleshooting basic issues, and delivering an exceptional customer experience. You will play a key role in resolving customer concerns, documenting interactions, and collaborating with internal teams to ensure timely and accurate support.

REQUIRED CORE COMPETENCIES

• Communication: Highly proficient in spoken and written English; Spanish fluency is a plus
• Customer Orientation: Dedicated to providing outstanding service to clients and members
• Problem Solving: Analytical thinker who identifies issues and implements practical solutions
• Attention to Detail: Maintains accuracy in documentation, reporting, and communication
• Professionalism: Demonstrates integrity, confidentiality, and respect in all interactions
• Time Management: Manages multiple service cases and meets performance goals under pressure

WHAT YOU WILL DO

• Provide front-line customer support via live chat and email.
• Staff will provide front-line customer support on behalf of commonsku via live chat and email, handling inbound support requests from commonsku customers.
• Responding to customer inquiries submitted via live chat and email through commonsku’s ticketing systems.
• Providing how-to guidance, basic troubleshooting, and directional training on the commonsku platform.
• Escalating tickets that require deeper investigation or relate to a suspected system issue or bug to the appropriate commonsku internal team member.
• Communicating with commonsku teammates via Slack for internal coordination and escalation.
• Perform ad hoc duties as assigned.

WHAT WE LOOK FOR

• Education: Bachelor’s degree in Communications, Marketing, Business Administration, or a related field

• Experience: 1–3 years of experience in Customer Service, Client Services, Technical Support, or related roles.

• Language Proficiency: Excellent written and spoken English; Spanish fluency is a plus

• Schedule: Must be available to work U.S. CST hours (night shift in PH time)

• Mathematical Skills: Basic math and calculation skills are required

• Technical Skills:

  • Proficient in HubSpot, Gmail, Slack, and the commonsku platform (or similar CRM/help desk platforms).
  • Comfortable using AI tools such as ChatGPT or Claude to improve productivity.
  • Strong written communication skills for live chat and email support.
  • Ability to meet service-level response times and manage multiple customer conversations. (Email: First response within 6 working hours of receipt; and Live Chat: First response within 4 minutes of chat initiation.)

WHAT WE OFFER

• Salary Range: PHP 30,000 – 33,000
• Industry: Promotional Products
• Job Type: Full-time
• Work Shift: 8:00 AM – 5:00 PM EST (USA)
• Workdays: Monday through Friday (USA)

BENEFITS OF WORKING WITH US

• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Internet stipends upon regularization
• HMO Coverage
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!