B2B SaaS Tech Support Pro — Level 2

Wow24-7 Inc.; Philippines; A distancia; PHP 420.000 - 600.000; Jornada completa

Descripción de la vacante

Wow24-7 Inc. is seeking an experienced Level 2 Technical Support Specialist to deliver high‑quality support for a B2B SaaS platform serving Australian clients.

You will handle phone, email, and live chat, troubleshoot issues, maintain SLAs, and collaborate with Product and Engineering teams. Knowledge management and AI support workflows are part of the role.

The role requires 2+ years in SaaS support, experience with Freshdesk, Intercom, Zendesk, ClickUp, and Jira, and strong communication skills.

Formación

• 2+ years in Level 2 technical support for SaaS products.
• Strong troubleshooting and escalation skills.
• Excellent customer communication for B2B clients.

Responsabilidades

• Handle multi-channel support (phone, email, live chat) during Australia business hours.
• Manage tickets: review, categorize, prioritize, and assign daily.
• Resolve Level 1/2 issues including account, config, workflows, and data sync.
• Log work and metrics in ClickUp; meet SLAs.
• Collaborate with Product/Engineering for complex issues.

Conocimientos

Level 2 Technical Support

B2B SaaS experience

SaaS support experience

Herramientas

Freshdesk

Intercom

Zendesk

ClickUp

Jira

Descripción del empleo

Wow24-7 Inc. is seeking an experienced Level 2 Technical Support Specialist to deliver high‑quality support for a B2B SaaS platform serving Australian clients.

You will handle phone, email, and live chat, troubleshoot issues, maintain SLAs, and collaborate with Product and Engineering teams. Knowledge management and AI support workflows are part of the role.

The role requires 2+ years in SaaS support, experience with Freshdesk, Intercom, Zendesk, ClickUp, and Jira, and strong communication skills.