Customer Service Representative – Tech

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical support to customers via Slack, Microsoft Teams, and Email

• Analyze and resolve complex product and technical challenges

• Troubleshoot APIs, integrations, synchronization issues, and data inconsistencies

• Examine workflows, logs, and other technical data to determine root causes

• Assist customers through intricate troubleshooting while ensuring clear and professional communication

• Investigate and resolve issues related to third-party integrations and connectivity

• Appropriately escalate complex problems and collaborate with internal technical and product teams

• Maintain precise and comprehensive support documentation and ticket records

• Handle a high volume of support requests, managing approximately 800+ tickets monthly

• Operate efficiently within an asynchronous, distributed team setting

• Take full responsibility for customer issues from initial investigation to resolution

• Provide L1 and L2 technical support for a B2B SaaS product in the AI-driven accounting and finance sector

⛳️ Requirements

• Demonstrated experience in supporting B2B SaaS clients

• Background in delivering technical customer support, troubleshooting, or product assistance

• Strong technical knowledge of APIs, SQL, integrations, debugging workflows, and analyzing log files

• Experience in troubleshooting third-party integrations, synchronization challenges, and data inconsistencies

• Exceptional investigative and problem-solving abilities with a strong sense of ownership

• Keen attention to detail and capability to manage multiple issues concurrently

• Excellent written and verbal communication skills in English

• Ability to articulate technical issues clearly to customers with varying levels of technical expertise

• Comfortable working asynchronously within distributed teams

• Proven ability to coordinate effectively with internal teams to resolve customer challenges

• Familiarity with Slack, Microsoft Teams, and Email as channels for customer support

• Experience with Pylon, Zendesk, or analogous ticketing/support systems

• Availability to support US time zones (EST–PST)

• Capability to extend coverage to overnight US hours and international time zones

• Preferred: experience in accounting, finance, accounts receivable (AR), or fintech processes

• Preferred: background in supporting products related to financial data or essential business workflows

• Preferred: experience working in dedicated or semi-dedicated support teams with a strong customer focus

• Preferred: demonstrated job stability, with an average tenure of over 12 months in prior positions

• Preferred: experience specifically with Pylon

🏝️ Benefits

• Comprehensive health benefits package

• Flexible working hours and remote work options

• Opportunities for professional development and training

• Collaborative and inclusive team culture