Technical Support Representative I, SaaS

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

📋 Description

• Address customer inquiries via email and other support channels while adhering to established service level agreements (SLAs).

• Diagnose account, billing, subscription, and technical issues across both mobile applications and web platforms.

• Deliver clear, empathetic, and comprehensible guidance to customers.

• Take ownership of customer issues from the first point of contact through to resolution, escalating when necessary.

• Observe support trends and pinpoint recurring customer challenges, technical problems, and gaps in processes.

• Relay insights to Product, Engineering, and internal teams.

• Suggest improvements to customer experience based on feedback and support data.

• Collaborate with teammates to enhance documentation and support practices.

• Provide assistance during product launches, incidents, and service updates while gathering customer-impact feedback.

• Contribute to the creation of internal knowledge articles and support resources.

• Identify chances to optimize workflows and enhance support operations.

• Improve support processes, templates, and customer communications.

• Engage in continuous improvement initiatives.

⛳️ Requirements

• Over 2 years of experience in technical support or a similar customer-facing position.

• Experience with web-based and mobile application support.

• Exceptional written and verbal communication skills with a strong focus on customer satisfaction.

• Proficient in troubleshooting and critical thinking.

• Comfortable navigating various software platforms and quickly learning new technologies.

• Strong organizational skills with the capacity to manage multiple priorities in a fast-paced setting.

• Ability to analyze trends and present actionable recommendations.

• Experience in supporting SaaS or digital healthcare products.

• Background in working with healthcare professionals, healthcare technology, or medical software.

• Familiarity with CRM or support platforms like Zendesk, Salesforce, or comparable tools.

• Experience in billing, subscriptions, or account management support.

• Proficient in Microsoft Office or Google Workspace.

• Experience with customer support platforms such as Zendesk, Salesforce, or Freshdesk.

• Knowledge in analytics or reporting tools.

• Experience in managing knowledge bases.

• Mobile app troubleshooting skills (iOS and Android).

• Availability for a flexible schedule, including night shifts.

• Capability to set up BYOD equipment with 16GB RAM.

🏝️ Benefits

• Competitive compensation.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO coverage starting on day 1.

• Paid time off.

• Birthday leave.

• Bonus and incentive programs.

• Opportunities for skills training and personal as well as professional development.

• Employee Referral Program.

• Experience infinite fun for infinite growth.