First-Line SaaS Support Specialist

kdci1; Pasig; On-site; PHP 360,000 - 480,000; Full time

Job summary

KDCI Outsourcing is seeking a SaaS Support Specialist – L1 to provide first-level support for SaaS customers. The role focuses on resolving common concerns, gathering complete troubleshooting information, accurately documenting technical issues, and escalating concerns when needed.

The ideal candidate has experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, along with strong customer communication and troubleshooting skills.

Qualifications

• 1–2 years of professional technical customer support experience.
• Hands-on experience with SaaS or web-based products.
• Experience with Zendesk, Intercom, Freshdesk or similar ticketing platforms.
• Basic understanding of HTTP, web applications, and APIs.
• Familiarity with GitHub repositories, PRs, branches, commits and issues.
• Knowledge of Git concepts and software development workflows.
• Familiarity with AI tools.
• Strong written and verbal English communication for phone and email support.
• Comfort handling phone inquiries and providing technical assistance.

Responsibilities

• Respond to customer inquiries promptly and professionally.
• Answer common product questions using approved documentation and knowledge base articles.
• Gather complete troubleshooting information before escalating technical issues.
• Perform basic troubleshooting using documented procedures and support playbooks.
• Accurately classify tickets by severity, category, and ownership.
• Escalate issues outside documented procedures or trained support scope.
• Keep customers updated throughout the support process.
• Maintain complete and accurate ticket documentation for smooth handoffs.
• Identify gaps and suggest updates to internal support resources.

Skills

SaaS support

Customer support

Troubleshooting

Communication skills

Multitasking

Attention to detail

Questioning skills

Fast learner

Tools

Zendesk

Intercom

Freshdesk

Jira Service Management

Salesforce Service Cloud

GitHub

Job description

KDCI Outsourcing is seeking a SaaS Support Specialist – L1 to provide first-level support for SaaS customers. The role focuses on resolving common concerns, gathering complete troubleshooting information, accurately documenting technical issues, and escalating concerns when needed.

The ideal candidate has experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, along with strong customer communication and troubleshooting skills.