Senior Customer Support Specialist

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

📋 Description

• Take ownership of and resolve the most intricate, technically ambiguous, and escalated support cases for DealHub's global clientele.

• Deliver expert-level application support on the DealHub platform.

• Utilize extensive knowledge of configuration logic, workflow engines, and CRM integration behaviors.

• Diagnose issues that encompass DealHub, CRM systems, and third-party integrations.

• Identify root causes across API calls, data synchronization logic, and configuration layers.

• Operate within a ticketing system and interact with customers through email, phone, and video calls.

• Leverage advanced SQL skills to investigate data-layer issues, validate hypotheses, and confirm resolutions.

• Act as the internal technical resource for Support Specialists on challenging product or integration inquiries.

• Ensure that tickets are thoroughly resolved with a comprehensive understanding of the underlying issues.

• Offer customers reassurance and attentive support during technically challenging situations.

⛳️ Requirements

• Extensive hands-on experience (multiple years) as a Support Specialist in B2B SaaS companies, showcasing expertise in the most challenging tier of support cases.

• Advanced, demonstrated experience with CRM integrations and implementations.

• Ability to analyze API behavior, data mapping, and synchronization logic.

• Strong familiarity with business applications and CRM platforms, including Salesforce, HubSpot, and similar systems.

• Exceptional communication skills and a customer-focused approach, particularly under pressure with complex or sensitive cases.

• Bold, ambitious, and results-driven.

• Structured yet creative problem-solving skills for addressing issues without clear solutions.

• Strong independent proficiency in SQL queries for investigating and validating data problems.

• Bachelor's degree in a relevant field, such as Information Technology or Information Systems.

• A collaborative team player and resource for colleagues on technically challenging topics.

• Fluent in English, both written and spoken.

🏝️ Benefits

• Full-time employment.