customer support associate ic1 ( Work From Home)TSG Outsourcing

How to Apply:
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/6jCzuQw2WhQsN3Kf8
 
Rate: $4/hr, and earn up to PHP 41,000+/month
Schedule: US Business Hours (EST/PST overlap)
 
Customer Support Associate IC1 (Work From Home)
 
About the Role
We are the platform developers love for building fast, scalable, modern web applications. Our customers range from individual developers experimenting on free sites, to agencies shipping Next.js marketing experiences, to enterprises running their entire web presence on our platform using Functions, Edge Functions, Blobs, and our Build & Deploy pipeline.
 
We're hiring Customer Support Associates to join a team deliberately built as a growth ladder. Most of our SA2s, SA3s, and Support Engineers started as SA1s and grew into the role. We invest in that progression intentionally. As a Customer Support Associate (IC1), you'll be the first human point of contact for customers reaching out through email, web forms, and Slack-routed tickets. This is an entry-level role with a well-defined growth path.
 
Responsibilities
Frontline Customer Support:
Resolve customer requests across email, web form, and Slack channels with clear, empathetic, and technically accurate responses.
Independently handle common support categories:
-Account access and identity
-Billing inquiries
-DNS, SSL, and custom domain setup
-Basic build and deploy issues
-Redirects and netlify.toml configuration
-Form submissions
-Self-service plan changes
Use AI-assisted triage and automation tools responsibly. Help improve classification, routing, and pre-population ticket diagnostics workflows over time.
Triage and Escalation:
Diagnose issues independently whenever possible.
Recognize when escalation is required and provide complete context, including error logs, customer environment details, and troubleshooting steps already attempted.
Document escalations in a way that supports future cases and improves internal knowledge.
Knowledge Contributions:
Identify recurring customer pain points and patterns.
Help improve documentation, automated responses, and customer experiences.
Maintain and improve internal documentation and operational playbooks.
Team Operations:
Participate in global support shift coverage.
Contribute to operational processes across support, security, IT, and compliance.
Support a culture of continuous improvement within a small, highly collaborative team.
Independently resolve common customer issues such as: Account setup and access, Billing questions, DNS and SSL configuration, Redirects and site configuration, and Deploy troubleshooting.
Identify and escalate more complex technical issues, ensuring senior teammates have the context they need to resolve problems quickly.
Must Have Qualifications:
1+ years in a customer-facing role, ideally within SaaS, developer tools, or a technical environment.
Strong written communication skills that are clear, concise, empathetic, and professional.
Foundational familiarity with modern web development, including: HTML, CSS, and JavaScript
Git workflows (branching, commits, pull requests)
Reading and understanding build logs
DNS concepts and record types (A, CNAME, TXT, MX)
Exposure to at least one modern framework such as React, Next.js, Astro, Vue, Nuxt, or SvelteKit
Genuine interest in the modern web platform
Coachability and openness to feedback
Attention to detail while managing a high volume of work
Strong documentation habits
Strong problem-solving instincts
Curiosity and willingness to investigate issues
Nice to Have Qualifications:
Familiarity with ticketing systems is helpful but not required