Technical Support Representative

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

📋 Description

• Address customer inquiries via email, chat, and ticketing systems.

• Diagnose technical challenges associated with software platforms, websites, and integrations.

• Analyze HTML and CSS to pinpoint display, formatting, or implementation problems.

• Replicate reported issues and document findings for escalation when required.

• Collaborate closely with Product, Engineering, and Customer Success teams to resolve customer issues.

• Investigate the root causes and deliver clear, actionable solutions to customers.

• Keep precise records of customer interactions and technical resolutions.

• Oversee support queues and ensure compliance with service level agreements.

• Develop and update internal documentation, troubleshooting manuals, and knowledge base articles.

• Recognize recurring issues and suggest improvements for processes or products.

• Assist customers with platform setup, configuration, and best practices.

• Provide a top-notch customer experience while ensuring technical accuracy.

⛳️ Requirements

• Exceptional English communication skills: verbal, written, and reading.

• Prior experience in supporting SaaS, eCommerce, or web-based platforms.

• Strong problem-solving and troubleshooting abilities.

• Working familiarity with HTML and CSS.

• Experience with ticketing systems such as Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, or similar platforms.

• Capability to investigate technical issues and articulate solutions to customers clearly.

• Keen attention to detail and documentation proficiency.

• Ability to operate independently in a remote work environment.

• Experience supporting platforms like Shopify, BigCommerce, WooCommerce, Magento, or similar eCommerce solutions (Nice-to-Have).

• Knowledge of browser developer tools and website troubleshooting (Nice-to-Have).

• Basic understanding of APIs, integrations, and web applications (Nice-to-Have).

• Experience working with customer success or implementation teams (Nice-to-Have).

• Familiarity with JavaScript or other web technologies (Nice-to-Have).

🏝️ Benefits

• Competitive annual salary ranging from 360,000 to 840,000 PHP.

• Fully remote, long-term position.

• Consistent full-time schedule.

• Defined processes and organized work structure.

• Opportunities for advancement into higher-level positions.