Support Specialist

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

📋 Description

• Address customer inquiries and support requests via email, chat, phone, or other communication channels.

• Diagnose product and technical challenges while guiding customers toward effective solutions.

• Investigate issues by collecting relevant data, replicating problems, and determining potential causes.

• Deliver clear, precise, and easy-to-understand instructions to customers.

• Assist customers with product features, account settings, configurations, and general usage of the product.

• Accurately document customer interactions, troubleshooting processes, and resolutions in the support system.

• Escalate complex or unresolved technical issues to the appropriate internal teams.

• Follow up with customers to ensure their issues have been adequately addressed.

• Identify recurring customer challenges and relay trends or product feedback to internal teams.

• Collaborate closely with Product, Engineering, Customer Success, and other teams as necessary.

• Stay informed about product updates, new features, and internal support documentation.

• Contribute to the enhancement of support processes, knowledge base articles, and customer-facing resources.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, technical support, SaaS support, or a comparable customer-facing role.

• Experience assisting customers using web-based software or SaaS products.

• Strong troubleshooting and problem-solving abilities.

• Comfortable investigating technical issues and learning new software quickly.

• Excellent written and verbal communication skills in English.

• Capable of explaining technical concepts in a straightforward and customer-friendly manner.

• Strong attention to detail with the ability to manage multiple support requests simultaneously.

• Customer-focused, patient, and professional, particularly when working with frustrated customers.

• Comfortable working independently in a remote setting.

• Strong documentation and organizational skills.

• Willingness to collaborate with both technical and non-technical teams.

• Nice to Have: Experience supporting B2B SaaS products.

• Nice to Have: Familiarity with help desk or ticketing platforms.

• Nice to Have: Knowledge of CRM, customer engagement, scheduling, communications, or business management software.

• Nice to Have: Experience troubleshooting integrations or third-party software.

• Nice to Have: Basic understanding of APIs, web applications, or system integrations.

• Nice to Have: Experience working with U.S.-based customers.

• Nice to Have: Background in a fast-paced technology or software company.

🏝️ Benefits

• Fun, inclusive, and innovative workplace culture.

• Support for professional growth.

• Daily opportunities to learn, innovate, and have an impact.

• Opportunities for career advancement and resources.

• Fast-paced and engaging working environment.

• Flexibility to work from home or any location of your choice.

• Emphasis on work-life balance.

• No stressful commutes.