Technical Support Representative

We are looking for a Technical Support Representative to provide technical assistance and excellent customer service to users of our SaaS products. The role will be responsible for troubleshooting technical concerns, identifying root causes, providing timely solutions, and escalating complex issues to the appropriate teams.

The successful candidate will work closely with customers and internal teams such as Product, Engineering, and Customer Success to resolve issues, improve product usage, and contribute to an overall positive customer experience.

Key Responsibilities

• Respond to customer inquiries and provide timely technical support through available support channels.
• Troubleshoot and resolve issues related to software applications, system functionality, and account-related concerns.
• Identify the root cause of technical issues and provide clear and appropriate solutions.
• Escalate complex or unresolved issues to the appropriate technical or engineering teams.
• Document customer interactions, reported issues, troubleshooting steps, and resolutions accurately.
• Monitor and follow up on open support tickets to ensure timely resolution.
• Assist customers in understanding and effectively using the company's software products and features.
• Gather and communicate customer feedback to Product, Engineering, and Customer Success teams.
• Identify recurring technical issues and recommend improvements to reduce future support cases.
• Maintain updated knowledge of product features, system changes, and new technologies.
• Collaborate with cross-functional teams to resolve customer concerns and improve overall product experience.
• Perform other technical support and customer service-related tasks as assigned.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field is preferred.
• At least 1 year of experience in Technical Support, IT Support, Customer Support, or a similar role is an advantage.
• Basic understanding of software applications, APIs, SaaS platforms, and general technical concepts.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Experience using ticketing systems, CRM platforms, customer support tools, or similar systems.
• Strong attention to detail and ability to accurately document technical issues.
• Ability to handle multiple customer concerns while maintaining quality and responsiveness.
• Comfortable working with customers and explaining technical information in a simple and understandable manner.
• Highly adaptable and willing to learn new software, tools, and technologies.
• Ability to work independently as well as collaboratively with cross-functional teams.
• Willing to work on-site/hybrid and on shifting

schedule

s, including weekends or holidays, if required by business operations.

ASIDE FROM THE BASIC SALARY, YOU WILL RECEIVE COMMISSION OF 20% MONTHLY INCENTIVE!

Pay: Php40,000.00 - Php45,000.00 per month

Benefits

• Company events
• Health insurance
• Life insurance

Work Location: In person