Technical Support, Operations Specialist

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

📋 Description

• Investigate customer and operational challenges utilizing system information, configurations, data, and documentation.

• Ensure accurate operational and support data while contributing to reporting by monitoring trends and identifying discrepancies.

• Record issues, solutions, and recurring trends.

• Collaborate with Customer Success, Engineering, and other departments to enhance processes and support resources.

• Take ownership of problems from investigation to resolution.

• Address customer inquiries via Intercom, Pylon, email, and various support channels.

• Efficiently and professionally resolve Tier 1 issues.

• Troubleshoot software, hardware, account, configuration, and connected-device challenges.

• Escalate complex issues to the relevant internal teams.

• Acquire knowledge of ReSpark’s software, customer workflows, and scrap metal recycling operations.

⛳️ Requirements

• Strong analytical, organizational, and detail-oriented skills.

• Minimum of 3+ years of experience in technical support, IT helpdesk, SaaS support, technical operations, or a related technical position.

• At least 1 year of experience in a technology startup environment.

• Previous experience with the Windows operating system, remote desktop applications, and software/IT programs like Intercom.

• Exceptional command of English (minimum C2 level), complemented by excellent written communication skills.

• Highly responsive, self-motivated, and adept at prioritizing competing requests in a remote setting.

• Bachelor’s degree or higher (preferably with distinctions and Academic Scholar status).

• Familiarity with Intercom, Pylon, and Google Sheets.

• Experience in reporting, dashboards, data quality, or operational analytics.

• Background in working with U.S.-based enterprise SaaS startups.

🏝️ Benefits

• Competitive compensation.

• Regular payday in USD twice a month.

• Company-provided laptop.

• Permanent remote work opportunity.

• Milestone gifts and birthday treats.

• Team offsites, meetups, virtual town halls, and international paid travel.

• Supportive professional network.

• Global networking opportunities with teams across 12 countries.

• Mentorship, advocacy, and support.

• Opportunities for promotions, raises, and increases in scope.