Technical Support Advocate, T1

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

📋 Description

• Address customer inquiries through chat and email utilizing Intercom.

• Identify and resolve technical problems related to presentations, website development, account management, and platform performance.

• Assist users in navigating Gamma’s AI content creation, template personalization, publishing, and collaboration features.

• Deliver accurate and prompt solutions while maintaining a professional and empathetic demeanor.

• Document customer interactions, monitor recurring issues, and assist in enhancing the knowledge base.

• Refer complex technical problems to Tier 2 support or development teams.

• Inform users about platform features and best practices for developing presentations and websites.

• Uphold high standards for response times, accuracy, and customer satisfaction.

⛳️ Requirements

• A minimum of 2 years of customer or technical support experience in a SaaS environment, ideally within technology or SaaS sectors.

• Knowledge of help desk or ticketing systems (experience with Intercom is a plus).

• Familiarity with website-building tools, content management systems, or presentation applications.

• Strong technical skills in troubleshooting digital platforms and web-based applications.

• Exceptional written communication skills with the ability to clarify technical concepts effectively.

• Comfortable working with multiple software applications at the same time.

• Strong teamwork and verbal communication skills for effective internal collaboration.

• Patience, empathy, and active listening skills to comprehend customer needs.

• Organized and efficient in time management, capable of handling several ongoing tasks.

• Strong organizational abilities and time management skills, adept at managing multiple projects.

• Proficient in data analysis and process/operations improvement.

• Detail-oriented with a proactive approach to resolving issues.

• Capable of working collaboratively within a team and adapting to evolving project requirements.

• Experience in supporting creative professionals, small businesses, or startups (preferred).

• Familiarity with presentation software (Gamma, PowerPoint, Google Slides, Canva) (preferred).

• Knowledge of AI-powered tools or generative platforms (preferred).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible working hours and the possibility of remote work.

• A dynamic and collaborative work environment.