Technical Support Representative

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

📋 Description

• Address customer inquiries through phone, email, and chat promptly and professionally.

• Identify and troubleshoot technical issues reported by customers.

• Offer clear, step-by-step guidance to customers to resolve software-related challenges.

• Forward complex technical issues to the relevant internal teams and ensure follow-up for resolution.

• Record customer interactions and technical problems in the support ticketing system.

• Support customers in onboarding and training for software products.

• Work together with the product development team to relay customer feedback and suggest potential enhancements.

• Keep current on software products and services.

• Assist in creating support documentation, FAQs, and knowledge base entries.

⛳️ Requirements

• Strong technical skills and the capability to quickly learn and comprehend software products.

• Experience in a customer service position, ideally in a B2B SaaS or Fintech setting.

• Outstanding problem-solving abilities and meticulous attention to detail.

• Excellent verbal and written communication skills.

• Capability to work independently as well as collaboratively within a team.

• Strong organizational skills with the ability to handle multiple tasks at once.

• Proficient in using customer support software and tools (e.g., HubSpot).

• Bachelor’s degree in a relevant field or equivalent professional experience.

🏝️ Benefits

• Competitive salary above market rates.

• Health Maintenance Organization (HMO) coverage starting on Day 1 for the employee and two dependents.

• Benefits mandated by the government.

• Incentives based on performance.

• Quarterly company events.

• 1,000 PHP De Minimis benefit.

• Provision of equipment and software.