Support AgentShiftCare • Philadelphia, PA, US
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Support Agent
ShiftCare • Philadelphia, PA, US
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionExcellent English skills (both spoken and written) with a clear, neutral accent suitable for North American customers. Minimum 12 years' experience in SaaS support or a customer-facing technical role. Proven experience dealing with North American customers via phone and chat. Ability to work independently on a North American time zone shift (EST, CST, or PST). Strong problem-solving skills with a customer-first approach. Experience using support / CRM platforms such as Intercom, Zendesk, or HubSpot. Tech-savvy, quick to learn new SaaS tools and processes. Experience creating or configuring digital forms or templates. Knowledge of the disability, aged care, or allied health sector. Prior experience in a remote team across global time zones. Competitive salary (Philippine-based, paid in local currency). Fully remote work environment. Opportunity to work with a growing SaaS company with global customers. Training and career development opportunities. Collaborative, supportive culture where initiative is valued.
Support Agent (North American Hours)
ShiftCare is a leading SaaS provider helping disability, aged care, and allied health providers streamline rostering, scheduling, billing, and client management. Our platform enables care providers to deliver a higher standard of care while growing their businesses.
We are seeking a proactive Support Agent to join our global team. This position is based in the Philippines, working remotely to provide live support coverage for our North American customers.
Key Responsibilities
- Handle inbound customer queries through live chat, phone calls, and email with professionalism and empathy.
- Deliver first-call / chat resolution wherever possible, with clear, confident, and customer-friendly communication.
- Troubleshoot technical and functional product queries, escalating complex issues when required.
- Document all interactions and resolutions accurately in our support systems.
- Guide customers through ShiftCare's SaaS platform features, including rostering, scheduling, invoicing, and compliance.
- Provide clear, jargon-free explanations tailored to North American customers.
- Assist customers with setup queries and feature adoption.
- Configure and customize client form templates using ShiftCare's form builder tool.
- Test and validate templates to ensure data accuracy, usability, and customer requirements are met.
- Recognize recurring issues and propose improvements to documentation and support processes.
- Share feedback with Product and Engineering to help enhance the platform.
- Stay current on product updates and industry requirements relevant to care providers.
Requirements
What We Offer
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Support Agent • Philadelphia, PA, US
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