B2B SaaS Technical Support Specialist

Outsourced Quality Assured Services Pty; Philippines; Remote; PHP 223,000 - 391,000; Full time

Job summary

Outsourced is seeking a Technical Customer Support Representative in the Philippines to serve as a primary technical resource for LinkSquares customers. You will build knowledge of products, tools, and troubleshooting processes to support clients and reproduce bugs in collaboration with internal teams.

You will manage an orderly help-desk queue, adapt to changing priorities, and contribute to team projects while maintaining high standards of service and security training compliance.

Qualifications

• 2+ years in a Technical Customer Support role with B2B SAAS customers.
• Familiar with Excel or Google Sheets and basic formula creation.
• Some familiarity with SQL and relational databases.
• Excellent communication skills, written and verbal.
• Willingness to learn LinkSquares tools and processes.
• Able to adapt to changing priorities and maintain SLA queues.

Responsibilities

• Work with customers across the LinkSquares customer base as a primary technical resource on issues reported with our product portfolio.
• Build and document knowledge of products, tools, and processes to aid in troubleshooting.
• Build and maintain subject matter expertise within the evolving LinkSquares product suite.
• Independently reproduce and file bug reports and collaborate with other team members and our Build team for resolution.
• Maintain an orderly queue in our help desk, including driving prioritization of urgent issues and those that are close to breaching Support Service Level Agreements (SLA).
• Build subject matter expertise in the craft of Customer Support within a B2B SAAS company.
• Build and share subject matter expertise in legal workflows both with and without the LinkSquares product suite.
• Learn and suggest best in breed use-cases for the LinkSquares product to drive efficiency and value for LinkSquares customers.
• Collaborate with Revenue Teams to identify opportunities for upsell, cross-sell, and expansion within existing accounts.
• Frequently work through team projects that contribute to team, department, and company goals.
• Attend and adhere to in your daily activities all internal applicable required trainings on security, standards and systems.

Skills

Customer support

Communication

Problem solving

Team player

Tech savvy

Curious

Tools

Excel

Google Sheets

SQL

Job description

Outsourced is seeking a Technical Customer Support Representative in the Philippines to serve as a primary technical resource for LinkSquares customers. You will build knowledge of products, tools, and troubleshooting processes to support clients and reproduce bugs in collaboration with internal teams.

You will manage an orderly help-desk queue, adapt to changing priorities, and contribute to team projects while maintaining high standards of service and security training compliance.