B2B SaaS Technical Support Specialist for Growth

Outsourced; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Outsourced is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to international clients. We value growth, work-life balance and a supportive environment with over 1,000 professionals.

We seek a Technical Customer Support Representative to assist customers in our SaaS product portfolio, document knowledge, file bugs, and drive issue resolution within a collaborative, fast-paced team.

Qualifications

• 2+ years working as a Technical Customer Support Representative role working directly with customers in B2B SAAS Software environment.
• Familiarity with Microsoft Excel and/or Google Sheets, basic knowledge in formula creation.
• Some familiarity with SQL and relational databases.
• Excellent communication skills, both written and verbal.
• Desire to learn and grow while embodying the LinkSquares core values.
• Flexibility for adapting quickly to changing priorities and processes.
• You enjoy helping people, even when it's something small or very challenging.
• You're curious and tech-savvy with a willingness to learn and become proficient in the LinkSquares application and internal tools used for troubleshooting.
• You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams.
• You're detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk.
• You are a team player with the ability to collaborate and contribute to team projects when needed.

Responsibilities

• Serve as a primary technical resource to customers for issues in our product portfolio.
• Build and document knowledge of products, tools, and processes for troubleshooting.
• Develop subject matter expertise within the LinkSquares product suite.
• Reproduce and file bug reports; collaborate with Build team for resolution.
• Maintain an orderly help desk queue and prioritize urgent SLA breaches.
• Grow expertise in customer support within a B2B SaaS company.
• Share knowledge on legal workflows with/without LinkSquares product.
• Suggest best-use cases to drive efficiency and value for customers.
• Collaborate with Revenue Teams to identify upsell/cross-sell opportunities.
• Contribute to team and department goals via projects.
• Attend required trainings on security, standards and systems.

Skills

Excellent communication

Team player

Curious and tech-savvy

Detail-oriented

Customer-centric

Tools

Excel

Google Sheets

SQL basics

Job description

Outsourced is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to international clients. We value growth, work-life balance and a supportive environment with over 1,000 professionals.

We seek a Technical Customer Support Representative to assist customers in our SaaS product portfolio, document knowledge, file bugs, and drive issue resolution within a collaborative, fast-paced team.