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Number of Openings: 1
Hiring Priority: Active Hiring
We are looking for a Home-Based Customer Support Specialist to join a growing U.S.-based company in the automotive software industry. In this role, you will respond to inbound support requests from auto repair shop customers via email, phone, and text message, helping them access and use a cloud-based workflow and customer communication platform. You will guide users on product features, perform basic in-browser troubleshooting to replicate and identify issues, and escalate bugs and feature requests to the development team, all while delivering friendly, confident, and reliable customer service.
REQUIRED CORE COMPETENCIES
- Communication Skills – Communicates clearly, patiently, and professionally with customers through phone, email, and text.
- Technical Troubleshooting – Replicates, isolates, and resolves basic in-browser software issues with confidence.
- Problem Solving & Analysis – Identifies the root cause of customer concerns and determines whether to resolve, guide, or escalate.
- Attention to Detail – Documents bugs, steps to reproduce, and feature requests accurately for the development team.
- Self-Management & Adaptability – Works independently with minimal oversight and adapts to a weekend and morning-focused schedule.
WHAT YOU WILL DO
- Responding to inbound support requests via email, phone, and/or text message
- Providing friendly and timely customer service to auto repair shop users
- Assisting customers with account access and login concerns
- Communicating the functionality of the platform and providing clarity on how features work
- Guiding users on tools such as customer text updates, digital vehicle inspection reports, declined service follow-ups, Google review generation, and marketing CRM tools
- Troubleshooting basic in-browser tool functions
- Replicating reported issues to identify their cause
- Escalating unresolved issues through clear and complete bug reports
- Tracking identified bugs and feature requests for submission to the development team
- Following up with customers on the status of reported issues
WHAT WE LOOK FOR
- Education: Bachelor's degree in Information Technology, Communications, Business Administration, or a related field preferred.
- Experience: 1–3 years of experience in technical support, customer support, or help desk roles, preferably supporting SaaS or web-based software. Prior remote technical support experience is a plus.
- Language Proficiency: Strong verbal and written English communication skills.
- Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
- Technical Skills:
- Proficient in Microsoft Office and Google Workspace.
- Comfortable troubleshooting browser-based applications (clearing cache and cookies, checking browser versions, testing in incognito mode, capturing screenshots and screen recordings).
- Experience with help desk or ticketing tools (e.g., Zendesk, Freshdesk, HubSpot Service Hub, Intercom) is preferred.
- Familiarity with CRM platforms is an advantage.
- Experience with bug or task tracking tools (e.g., Jira, Trello, Asana, ClickUp) is a plus.
- Familiarity with the automotive or auto repair industry is an advantage but not required.
- Self-motivated and able to work with minimal supervision.
WHAT WE OFFER
- Salary Range: PHP 40,000 - 43,000
- Industry: Automotive Software (SaaS for Auto Repair Shops)
- Job Type: Full-time
- Work Shift: 8:00 AM - 5:00 PM CST (USA)
- Workdays: Friday through Monday, with the fifth workday scheduled on either Tuesday or Thursday (USA)
BENEFITS OF WORKING WITH US
- Industry-leading salary packages
- Permanent work-from-home setup
- Company equipment provided
- Government-mandated benefits employer share
- Internet stipends upon regularization
- HMO Coverage upon regularization (with an option to enroll as early as Day 1)
- 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!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!