Junior TSR (SaaS/IT)

SupportNinja; Quezon City; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

SupportNinja is seeking a Licensing Specialist to oversee global provisioning of customer licenses across production and sandbox environments. The role includes activation, renewals, churn handling, suspensions, and other lifecycle events to ensure compliant, efficient license management.

You will work with Sales and Customer Success teams to resolve subscription issues, configure Salesforce records, and maintain accurate data across platforms.

Qualifications

• Bachelor0s degree in computer science, information technology, or related field
• 1-2 years in a similar IT or SaaS CSR role
• Experience with cloud-based SaaS support (Salesforce.com, Office 365) is a plus
• Experience as Salesforce end-user or in a CRM tool
• Background in renewal/subscription management

Responsibilities

• Configure Salesforce records to provision licenses per subscription
• Update account settings on platforms in addition to Salesforce
• Collaborate with Sales & Customer Success to resolve subscription issues
• Identify internal errors and troubleshoot licensing issues
• Monitor onboarding email inbox and escalate as needed
• Manage Provisioning Case and Support Request Queues
• Submit tickets for out-of-scope issues
• Maintain accurate account information for reporting and process mgmt

Skills

Time management

Attention to detail

Organized communication

Data-driven decision making

Education

Bachelor0s degree in computer science / IT

Short-Course/Degree or Vocational Degree

Tools

Salesforce

Office 365

Job description

Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (Once a month onsite)
Start Date: ASAP
Schedule: 9:00PM-6:00AM (Manila) M-F
Equipment: Company Provided

The role is responsible for overseeing and driving the global provisioning of customer licenses across both production and sandbox environments. This includes ensuring timely and accurate allocation, activation, and management of licenses in accordance with contractual agreements and customer needs. The position provides essential support to Account Executives and Renewal Managers by performing administrative due diligence related to license provisioning, including processing renewals, handling account churn, managing suspensions, and addressing other license lifecycle events. Additionally, the role ensures compliance with internal processes, maintains accurate records, and collaborates cross-functionally to resolve any license-related issues, thereby contributing to a seamless customer experience and operational efficiency.

What does a day in the life of a Licensing Specialist like?

• Perform simple to moderate complex configuration of Salesforce records to ensure customers have access to licenses according to their subscription
• Update account settings on platforms aside from Salesforce to supplement standard provisioning processes
• Work closely with Sales & Customer Success teams to answer questions and help with subscription management issues
• Apply critical thinking skills to identify internal errors, and troubleshoot customer licensing issues.
• Monitor the Onboarding email inbox and respond with appropriate level of escalation and urgency to the team
• Manage Provisioning Case and Support Request Queues
• Submit tickets to relevant teams for resolution of out of scope issues
• Maintain accurate account information to assist in reporting and process management

What are the required qualifications for a Licensing Specialist?

• A bachelor’s degree in computer science, information technology, or a related field. Alternatively, earned Short-Course/Degree or Vocational Degree
• 1-2 years Minimum number of years of experience on a similar role or CSR role in IT or SaaS industry
• Experience with cloud-based / SaaS solution technical support (Salesforce.com / Office 365 etc.) is an advantage.
• Experience as Salesforce end-user or similar CRM tool
• Background in renewal management and/or subscription management role
• Expresses ideas and suggestions in an organized and concise manner.
• Produces documents that are clear, concise, and grammatically correct.
• Solicits and readily accepts constructive feedback.
• Researches and collects appropriate data points for effective decision‑making.
• Readily makes recommendations and includes necessary documentation and material to support conclusions.
• Supports team decisions to implement changes, suggestions, improvements, and solutions.
• Encourages and supports the exploration and application of best practices
• Eye for detail especially while configuring License records.
• Time‑management skills are required, as well as the ability to handle multiple tasks.

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.