Technical Support Representative III – SaaS

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

📋 Description

• Address customer inquiries via email and various support channels while adhering to established SLAs.

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

• Offer clear and empathetic guidance to assist customers in resolving their issues promptly.

• Take ownership of customer concerns from the first contact through to resolution, escalating as necessary.

• Track support trends and pinpoint recurring customer pain points, technical challenges, and process deficiencies.

• Convey valuable insights to Product, Engineering, and internal stakeholders.

• Suggest solutions based on customer feedback and support metrics.

• Share knowledge and enhance documentation with colleagues and cross-functional stakeholders.

• Provide customer impact feedback during product launches, incidents, and service updates.

• Act as a resource for best practices in support and operational enhancements.

• Create, document, and maintain Standard Operating Procedures (SOPs).

• Oversee and enhance the Customer Experience knowledge base and customer-facing support materials.

• Identify opportunities to optimize workflows, automate repetitive tasks, and boost operational efficiency.

• Refine support processes, templates, and customer communications.

• Engage in continuous improvement initiatives that elevate both customer and team experiences.

⛳️ Requirements

• 3+ years of experience in technical support or a similar customer-facing position.

• Experience in supporting web-based and mobile applications.

• Exceptional written and verbal communication skills with a strong customer-centric approach.

• Proficient in troubleshooting, critical thinking, and problem-solving.

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

• Strong organizational abilities to manage multiple priorities in a fast-paced setting.

• Capability to analyze trends and communicate actionable insights.

• Proven experience in creating and maintaining SOPs, process documentation, or operational playbooks.

• Experience in managing or maintaining internal knowledge bases or documentation systems.

• Preferred: Experience with SaaS or digital healthcare products.

• Preferred: Experience collaborating with healthcare professionals or in healthcare technology.

• Familiarity with CRM or support platforms such as Zendesk, Salesforce, or similar tools.

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

• Working knowledge of Microsoft Office or Google Workspace.

• Experience in knowledge management, documentation strategy, or process improvement initiatives.

• Experience in training or mentoring team members on support processes and best practices.

• Knowledge of customer support platforms like Zendesk, Salesforce, or Freshdesk.

• Understanding of knowledge base management platforms.

• Skills in SOP development and process documentation.

• Familiarity with analytics or reporting tools.

• Knowledge of workflow automation or process improvement methodologies.

• Mobile app troubleshooting for both iOS and Android.

• Understanding of healthcare technology or medical software.

🏝️ 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 plans.

• Opportunities for skills training and personal and professional growth.

• Employee Referral Program.

• Flexible work schedule, including night shifts.

• Remote work setup.

• BYOD equipment arrangement (16GB RAM).