Technical Customer Support Specialist

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

📋 Description

• Address customer inquiries via phone, email, and our ticketing system.

• Prioritize requests based on urgency and impact, categorizing them as user error, setup issues, product behavior, or genuine bugs.

• Directly resolve Tier 1/2 issues when feasible.

• Replicate issues, collect relevant details, and compose clear escalation notes for engineering intervention when necessary.

• Manage the support queue within Zendesk.

• Keep customers informed to ensure their concerns don’t fall into a void.

• Identify recurring issues and report them to enhance the product, onboarding process, and help documentation.

• Assist in creating FAQs and concise walkthroughs.

⛳️ Requirements

• Minimum of 2 years experience in SaaS customer support, product support, or technical support.

• Proficient in troubleshooting software, account setups, permissions, integrations, and basic configurations. Must be technical enough to diagnose and document issues, though coding is not required.

• Excellent written and verbal communication skills.

• Preferred: Experience in trades, home services, or field-service software.

• Familiarity with GoHighLevel.

• Experience with Zendesk or similar ticketing systems.

• Experience with ServiceTitan.

🏝️ Benefits

• Competitive Salary – We value your expertise and experience with a comprehensive compensation package.

• 13th Month Pay – Enjoy an additional month's salary—because who doesn’t appreciate a little extra?

• Paid Time Off – Recharge with 12 days of PTO to use as you wish—be it for vacation, self-care, or a much-needed break!

• US Holidays Off – Benefit from 12 paid US holidays throughout the year.

• Maternity & Paternity Leave – We support expanding families with dedicated leave for new parents.

• Comprehensive Healthcare – We provide quality healthcare benefits for you and your family.

• Life Insurance – Our full-time HMO plan includes life insurance for added peace of mind.

• Mental Health Support – Prioritize your health with access to mental health consultations and wellness resources.

• Milestone Gifts & Birthday Treats – We celebrate your successes and make your special day even more enjoyable!

• Exciting Team Experiences – Enjoy activities like island getaways, virtual town halls, and regional meetups—because work should be enjoyable!

• Stay Connected – Join a supportive network where you can learn, grow, and connect with incredible individuals.

• *Some benefits may vary. Full details will be provided during the onboarding process.*