Cloud SaaS Support Specialist

Our Clients; Pasay; On-site; PHP 390,600 - 613,800; Full time

Job summary

Our Client is seeking a Technical Support Representative to deliver high-quality technical assistance for a cloud-based SaaS platform. You will be the first contact for customers, troubleshooting issues and guiding product usage across phone, email, and chat.

The role requires strong English communication, experience with SaaS support, and the ability to work with engineering teams on complex cases. You will contribute to knowledge bases and help maintain a superior customer experience.

Qualifications

• Associate's or Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
• 1–3 years of experience in a customer-focused technical support environment.
• Proven experience providing technical support for SaaS applications.
• Experience delivering customer support through phone and email channels.
• Hands-on experience troubleshooting web-based software applications.
• Working knowledge of JavaScript, HTML, XML.
• Excellent written and verbal English communication skills.
• Strong analytical and troubleshooting abilities.

Responsibilities

• Serve as the primary point of contact for customer inquiries, technical issues, and product-related questions through phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve issues involving cloud-based software applications.
• Prioritize and manage support cases to ensure timely resolution while meeting established service levels.
• Provide customers with clear guidance on product features, functionality, and best practices to encourage successful platform adoption.
• Escalate complex issues to the appropriate technical teams when necessary, ensuring complete and accurate documentation.
• Investigate technical issues requiring deeper analysis and gather relevant information for resolution.
• Prepare well-documented engineering escalation requests, clearly outlining technical findings, business impact, and issue priority.
• Collaborate with engineering and product teams during investigations and assist in identifying temporary workarounds whenever possible.
• Act as a subject matter expert for assigned product areas by maintaining strong product knowledge and supporting teammates with technical guidance.
• Create, maintain, and improve technical documentation and knowledge articles following established knowledge management practices.
• Contribute to continuous improvement initiatives that enhance customer self-service and internal support efficiency.
• Share technical knowledge and assist in training team members on product functionality and troubleshooting techniques.

Skills

SaaS customer support

JavaScript

HTML

XML

English communication

Education

Associate's or Bachelor's degree in CS/IT/IS

Tools

Salesforce Service Cloud

Job description

Our Client is seeking a Technical Support Representative to deliver high-quality technical assistance for a cloud-based SaaS platform. You will be the first contact for customers, troubleshooting issues and guiding product usage across phone, email, and chat.

The role requires strong English communication, experience with SaaS support, and the ability to work with engineering teams on complex cases. You will contribute to knowledge bases and help maintain a superior customer experience.