Tech Support Specialist

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

📋 Description

• Evaluate API payloads and requests submitted by clients to pinpoint any missing or incorrectly completed fields.

• Conduct initial troubleshooting and assist clients through resolution processes prior to escalation.

• Categorize issues as bugs, user errors, or configuration challenges.

• Compile comprehensive context and replication steps for escalations to Tier 2 support.

• Handle 20–30 tickets each day while providing clear and professional written communication.

• Ensure precise ticket statuses are maintained and promptly close issues once resolved.

• Monitor open bug tickets and escalate when immediate resolution is unfeasible.

• Achieve or exceed benchmarks for response time, resolution time, and customer satisfaction.

• Manage around 10 inbound calls daily, with each call averaging 2–4 minutes.

• Address technical inquiries in real-time for clients located in the U.S.

• Convey technical findings in straightforward language to non-technical callers.

• Assist in the transition from Zendesk to Salesforce over a period of 2–3 months.

• Leverage Salesforce expertise to minimize ramp-up time during the migration.

• Embrace new tools and updated processes as the support stack evolves.

⛳️ Requirements

• Over 3 years of experience in customer or technical support, including technical support with regular escalations to Tier 2 or engineering (2+ years is acceptable with substantial technical support experience at a large organization).

• Practical experience in troubleshooting API or integration issues and reviewing client payloads or requests for missing or incorrectly formatted fields.

• Familiarity with Salesforce in a support or CRM capacity, with at least 6 months of active usage.

• Proven experience managing over 20 tickets daily in a structured ticketing system like Zendesk, Salesforce Service Cloud, Freshdesk, or similar.

• Experience in providing inbound phone support to U.S.-based clients, including live verbal troubleshooting.

• Documented experience with platform migrations or frequent changes in tools and processes.

• Proficiency in English at a C1+ level (CEFR) for live phone support with U.S. clients.

• Experience with HIPAA compliance or patient-data protection is a plus.

• Familiarity with JSON or XML payload structures is a plus.

• Experience with Zendesk is a plus.

• Background in a SaaS company with over 500 employees or Series B+ status, with established Tier 1 to Tier 2 escalation workflows is a plus.

• Previous remote work experience with U.S.-based companies on a PST-aligned schedule is a plus.

🏝️ Benefits

• Competitive Salary: Based on experience and skills.

• Fully remote work from any location within the Philippines.

• Team incentives and recognition for maintaining 100% CRM hygiene and timely reporting.

• Generous PTO in accordance with company policy.

• HMO coverage after 3 months for full-time employees based in the Philippines.

• Direct mentorship from international industry experts.

• Ongoing learning and development resources.

• Global networking opportunities.