Technical Support Representative – B2B SaaS

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

📋 Description

• Deliver fundamental Tier 1 technical support to B2B clients through live chat and email.

• Assist customers in navigating platform features and configurations, including audiences, newsletters, images, and other essential product functionalities.

• Address how-to queries and inquiries regarding platform usage by utilizing knowledge bases and client documentation.

• Oversee support queues in Zendesk, managing routine inquiries independently and directing complex issues to internal Tier 2 teams.

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

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

• Collaborate with team members via Slack.

• Communicate recurring customer feedback to product and engineering teams for consideration.

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

⛳️ Requirements

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

• Direct, hands-on experience in providing support for B2B SaaS platforms.

• Exceptional verbal and written communication skills.

• Ability to articulate technical solutions clearly to a non-technical audience.

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

• Strong problem-solving abilities and capacity to manage multiple support tickets concurrently in a fast-paced environment.

• Prior experience with Zendesk and Slack in daily operations is preferred.

• Hands-on experience documenting customer interactions within a CRM system is preferred.

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

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

• Must be able to work remotely from the Philippines.

• Bring Your Own Device (BYOD) capability required.

🏝️ Benefits

• HMO coverage activated from your very first day.

• Free dependent coverage: one dependent upon regularization, and a second dependent after one year of service.

• Comprehensive life insurance coverage.

• Retirement Savings Program with company matching contributions.

• Paid Time Off (PTO) package.

• Dedicated Birthday Leave.

• Fully remote work arrangement from anywhere in the Philippines.

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

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