Technical Support Specialist

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

📋 Description

• Monitor and troubleshoot a variety of inbound and support-related inquiries in real time, ensuring clear and helpful responses are provided.

• Open and oversee Jira tickets, escalating issues internally when necessary.

• Go beyond merely answering questions—invest the time to understand the customer’s identity, business size, and goals in order to offer relevant and strategic support.

• Offer guidance on conversion rate optimization (CRO) best practices tailored to the customer’s needs, with assistance from the client's CRO experts.

⛳️ Requirements

• Exceptional English communication skills: verbal, written, and reading are essential.

• Experience in customer support, preferably within SaaS, eCommerce, or tech, is considered a benefit.

• Practical experience with Shopify is an asset.

• Familiarity with HubSpot or similar CRM/ticketing systems is advantageous.

• Knowledge of conversion rate optimization (CRO) best practices is preferred.

• A team player ready to join a small team in a dynamic start-up environment, eager to learn and collaborate.

• A proactive, customer-first approach with a curiosity to understand the customer’s business and provide context-aware support.

• Strong problem-solving skills with the ability to deliver thoughtful and accurate responses.

🏝️ Benefits

• Fully remote, long-term opportunity.

• Direct collaboration with US-based teams.

• Stable full-time schedule.

• Well-defined processes and structured work environment.

• Opportunities for advancement into higher-level positions.