Customer Support Associate

Real Life Sciences Philippines, Inc.; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

Real Life Sciences Philippines, Inc. is seeking a Customer Support Associate to guide customers on product usage, troubleshoot issues, and ensure a seamless experience.

You will handle inquiries via phone, email, and other channels, contribute to the knowledge base, and support clients with timely, professional service. The role emphasizes responsiveness, documentation of issues and resolutions, and collaboration with customer success and engineering teams to improve the support process and

Qualifications

• 2–5 years of experience in SaaS or similar customer-facing support.
• Experience supporting customers through phone, email, and web channels in a fast-paced SaaS environment.
• Strong analytical and problem-solving abilities with attention to detail.
• Excellent written and verbal communication skills and a customer-first mindset.
• Ability to work in a process-driven, SLA-focused setting and manage multiple tickets.

Responsibilities

• Serve as the first-line responder for inbound support tickets via Zendesk or similar platforms.
• Develop understanding of customer processes and SLAs.
• Interact with customers via email, phone, and video conferencing, and troubleshoot issues.

Skills

SaaS experience

Technical support

Zendesk/Jira experience

Analytical skills

Communication skills

SLA/process understanding

Multitasking

Tools

Zendesk

Jira

Job description

About the role

As a Customer Support Associate, you will play a vital role in helping customers get the most value from our solutions by providing guidance on product usage, troubleshooting technical or functional issues, and delivering prompt, professional service. You will handle customer inquiries through phone, email, and other channels, contribute to the knowledge base with helpful resources, and proactively support clients to ensure a seamless experience.

Key responsibilities

• Serve as the first-line responder for inbound support tickets through Zendesk or similar ticketing platforms

• Develop an understanding of customer processes and SLAs

• Interact with customers via email, phone, and web video conferencing, responding to inquiries and troubleshooting issues

• Conduct root cause analysis, validate system configurations, and provide workarounds when necessary

• Communicate clearly with customers regarding ticket status, next steps, and expected timelines

• Maintain accurate documentation of customer issues, troubleshooting steps, resolutions, and outcomes

• Demonstrate responsiveness and sense of urgency in all customer interactions

• Serve as a liaison between the customer and the customer success and engineering teams to resolve issues

• Identify opportunities for process improvements and contribute to improving the overall customer support experience

• Stay current with application updates and demonstrate product expertise

About you

• 2–5 years of experience in SaaS, technical support, or a similar customer‑facing support role

• Experience using ticketing and support platforms such as Zendesk, Jira, or similar tools

• Strong understanding of SaaS and technology support processes

• Strong analytical, judgement, troubleshooting, and problem‑solving skills

• Excellent written and verbal communication skills with strong attention to detail

• Ability to work effectively in a process‑driven, SLA‑focused environment

• Ability to manage multiple tickets and priorities while maintaining quality and timely responses

• Experience working in the life sciences, pharmaceutical, medical device, or healthcare industries (preferred)

• Experience collaborating with customer success, product, and engineering teams on technical issues and software releases (preferred)

• Experience creating or maintaining knowledge base articles, SOPs, or technical support documentation (preferred)