Hybrid SaaS Support Specialist (Tier 1)

Bonterra; Pampanga; Hybrid; PHP 420,000 - 540,000; Full time

Job summary

Bonterra in Clark, Pampanga is seeking a Standard Apps Tier 1 Support Specialist to be the first contact for customers, handling calls and emails and providing timely solutions.

You will maintain product knowledge, document interactions in the CRM, and collaborate with teams to improve service delivery. Must have 3–5 years in relevant field, SaaS experience, strong English, and thrive in a fast-paced, hybrid onsite role.

Qualifications

• 3-5 years in contact center, tech support, or related field
• Proven experience providing technical support for SaaS or software applications

Responsibilities

• Handle inbound calls and email inquiries from customers
• Troubleshoot and resolve customer issues, escalating when needed
• Maintain up-to-date knowledge of products, services, policies, and procedures
• Document all customer interactions in the CRM system
• Follow up to ensure issues are resolved and customers satisfied
• Adhere to company policies and regulatory requirements
• Collaborate with team members and departments to improve service
• Meet or exceed performance targets (response times, resolution rates, customer satisfaction)

Skills

English communication

CRM proficiency

Multitasking

Time management

Problem solving

Tools

Jira

Zendesk

CRM systems

Job description

Bonterra in Clark, Pampanga is seeking a Standard Apps Tier 1 Support Specialist to be the first contact for customers, handling calls and emails and providing timely solutions.

You will maintain product knowledge, document interactions in the CRM, and collaborate with teams to improve service delivery. Must have 3–5 years in relevant field, SaaS experience, strong English, and thrive in a fast-paced, hybrid onsite role.