Customer Support Representative with Programming/IT experience | Full WFH

Virtua Solutions Outsourcing; Pasig; Remote; PHP 300,000 - 420,000; Full time

Job summary

Talon.One is hiring a Technical Support Agent / Customer Support Representative to help customers succeed on our SaaS platform. You’ll troubleshoot software issues and work closely with engineering and product teams in a remote, learning-focused environment.

Ideal candidates have SaaS support experience, strong problem-solving, and the ability to explain technical concepts to non-technical users. Familiarity with programming basics and Postman is a plus; you’ll rotate 24/7 EST shifts.

Qualifications

• Experience in technical support for SaaS products.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Experience or knowledge in programming, coding, or development.
• Familiarity with web technologies, APIs, Postman, and software development concepts.
• Able to work independently and as part of a team.
• Good organizational and time management abilities.
• Experience with customer support tools and ticketing systems is a plus.
• Comfortable with rotating 24/7 EST shifts.

Responsibilities

• Respond to customer inquiries and technical issues via email, chat, and phone.
• Troubleshoot and diagnose software problems using product knowledge and internal tools.
• Collaborate with engineering and product teams to resolve complex issues.
• Document customer interactions and solutions clearly.
• Identify trends and provide feedback to improve product performance.
• Contribute to knowledge base, FAQs, and support docs.
• Stay updated on new features to better assist customers.

Skills

Technical support

Problem-solving

Communication

Programming basics

Web APIs & Postman

Independent & team work

Organization & time mgmt

Customer tools & ticketing

24/7 EST shifts

Tools

Postman

Job description

About the Role

Are you passionate about technology and helping customers succeed? Join our team as a Technical Support Agent / Customer Support Representative for Talon.One’s innovative SaaS platform. If you have experience or knowledge in programming, coding, or development, this is your chance to apply your skills in a customer-facing role—solving real-world technical challenges and making a direct impact.

You’ll be the go-to expert for our customers, troubleshooting software issues, and working closely with engineering and product teams. This is a great opportunity to grow your technical and communication skills in a dynamic, remote environment—with a team that values learning, collaboration, and customer success.

What You’ll Do

• Respond to customer inquiries and technical issues via email, chat, and phone, ensuring prompt and effective solutions.

• Troubleshoot and diagnose software problems, using product knowledge, internal tools, and debugging techniques.

• Collaborate with engineering and product teams to resolve complex technical issues.

• Document customer interactions and technical solutions in a clear, organized manner.

• Identify trends in customer issues and provide feedback to help improve product performance and user experience.

• Contribute to our support documentation, knowledge base articles, and FAQs.

• Stay updated on new features and platform enhancements to better assist customers.

What We’re Looking For

• Experience in technical support, preferably within SaaS or software companies.

• Strong problem-solving and analytical skills—you enjoy digging into technical challenges and finding solutions.

• Excellent communication skills, with the ability to explain technical concepts to non-technical users.

• Experience or knowledge in programming, coding, or development (e.g., Python, JavaScript, or similar languages).

• Familiarity with web technologies, APIs, Postman, and software development concepts.

• Ability to work independently and as part of a team.

• Strong organizational and time management skills.

• Experience with customer support tools, PSQL, and ticketing systems is a plus.

• Comfortable working rotating 24/7 shifts (EST).

Nice-to-Have

Experience with paid social media advertising is a bonus, but not required.