Technical Support Representative – B2B SaaS

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

📋 Description

• Deliver foundational Tier 1 technical support to B2B SaaS clients via live chat and email.

• Diagnose technical problems utilizing technical expertise, internal documentation, knowledge bases, and client resources.

• Assist clients in navigating platform functionalities and configuring audiences, newsletters, images, and other essential product features.

• Address how-to inquiries and questions regarding platform usage.

• Oversee Zendesk support queues and prioritize tickets accordingly.

• Forward intricate issues to internal Tier 2 support teams.

• Record customer interactions and technical specifics in a CRM system.

• Conduct follow-ups post-resolution to confirm customer satisfaction.

• Collaborate with team members on Slack.

• Elevate recurring customer feedback to product and engineering teams.

• Achieve or surpass set KPIs, performance metrics, and SLAs.

⛳️ Requirements

• A minimum of 6 months of experience in a dedicated technical support position.

• Direct, hands-on experience in supporting B2B SaaS platforms.

• Exceptional verbal and written communication abilities.

• Capacity to convey technical solutions in an understandable manner to a non-technical audience.

• Foundational to proficient knowledge of SaaS platforms and basic technical troubleshooting.

• Strong analytical and problem-solving skills.

• Ability to handle multiple support tickets at once in a fast-paced setting.

• Previous experience with Zendesk and Slack in daily operations (preferred).

• Practical experience documenting customer interactions within a CRM system (preferred).

• Familiarity with email marketing tools, audience segmentation, or content management settings (preferred).

• Availability to work Monday through Friday, from 9:00 AM to 9:00 PM ET.

• Must be able to work remotely from the Philippines.

🏝️ Benefits

• HMO coverage activated from your very first day.

• Complimentary dependent coverage: one dependent covered upon regularization, with an additional dependent added after one year of service.

• Comprehensive life insurance coverage.

• Retirement savings program with company matching.

• Paid Time Off (PTO) package.

• Dedicated Birthday Leave.

• 100% remote work setup available anywhere in the Philippines.

• Fixed Monday through Friday work schedule aligned with US EST business hours.

• Bring-Your-Own-Device (BYOD) work arrangement.