Technical Support Representative
Lofty
Manila, National Capital Region, PhilippinesPosted 15 days agoLinkedIn
Setup
On-site
Type
Full-time
Level
Mid-level
Salary
Not listed
Closes
Open
Skills mentioned
Customer ServiceTechnical SupportSalesProject ManagementCustomer SuccessZendeskCommunication
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About the role
Description
Role Overview
Provide technical and customer support to users of the Lofty platform through email, chat, and inbound calls. Your role is to resolve issues efficiently, guide users on platform usage, manage escalations through JIRA, and ensure clients receive timely updates until resolution.
Key Responsibilities
- Handle support requests via email, chat, and phone
- Troubleshoot issues using product knowledge, Help Center, and Confluence
- Create and manage JIRA tickets for unresolved concerns
- Follow up with clients and internal teams on pending tickets
- Maintain accurate documentation and clear communication
- Assist with upselling add-ons or lead generation solutions when appropriate
- Use AI tools to improve response speed and support efficiency
Requirements
- 3+ years of technical support, customer support, or SaaS support experience
- Strong English communication skills (written and verbal)
- Experience with ticketing systems like JIRA, Zendesk, or similar
- Ability to multitask across calls, chats, and emails
- Strong troubleshooting and customer service skills
- Experience supporting US clients is a plus
- AI experience or familiarity with AI tools is a plus, but not required
Sourced from LinkedIn · posted 15 days ago · you apply on the original site