Technical Support Representative II, SaaS

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

📋 Description

• Deliver technical support to clients through phone, email, and chat channels.

• Address intricate technical challenges spanning various client products, including CMMS, Edge, Zendesk, and DataHub.

• Diagnose problems that necessitate extensive technical expertise and advanced troubleshooting skills.

• Oversee the management of support content and video resources.

• Cooperate with Engineering teams to resolve issues and offer feedback on product development.

• Manage escalations from Tier 1 Support Representatives.

• Provide high-level support to key clients.

• Generate customized reports and dashboards.

• Supply precise product and service information.

• Suggest workarounds involving clients, network hardware, software, and call-flow routing/design aspects.

• Cultivate a comprehensive understanding of client services/products, features, functionality, connectivity, and integrations.

• Follow up with clients to verify issue resolution.

• Record client interactions and technical issues in the CRM system.

• Conduct product demonstrations, training sessions, and share best practices.

• Relay customer feedback and support performance metrics to leadership.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to KPIs.

• Engage in training programs and ongoing learning opportunities.

⛳️ Requirements

• A minimum of 2 years of experience in a customer-facing technical support role for SaaS or Cloud-based applications.

• Strong analytical and problem-solving capabilities with the ability to think critically.

• Exceptional communication and interpersonal skills, both in writing and verbally.

• Proficient in utilizing various software applications and IT troubleshooting tools.

• Capability to thrive in a fast-paced, dynamic environment.

• A passion for delivering exceptional customer service and a dedication to continuous learning.

• Familiarity with Intercom and SQL scripting is advantageous.

• Preference for those with experience working with US-based clients and familiarity with Zendesk.

• Availability to work from 8am to 5pm CT, Monday through Friday.

🏝️ Benefits

• Competitive salary.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance coverage.

• Health Maintenance Organization (HMO) benefits starting on day 1.

• Paid time off.

• Birthday leave.

• Bonus and incentive schemes.

• Opportunities for skills training and both personal and professional development.

• Employee referral program.

• Bring Your Own Device (BYOD) work-from-home arrangement for Windows systems.