Onsite SaaS Support Specialist | AI & Troubleshooting

Global Staff Network

Davao City

On-site

PHP 240,000 - 360,000

Full time

2 days ago

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Job summary

Global Staff Network is seeking a Customer Support Specialist for a full-time onsite role in Davao City. You will assist customers navigating a SaaS platform, troubleshoot issues, and contribute to knowledge resources.

The ideal candidate is curious, proactive, and coachable, with strong communication skills. Collaboration with cross-functional teams will help deliver a consistent customer experience across regions.

Qualifications

Willingness to learn and adapt in a tech/SaaS environment.
Strong problem-solving abilities and proactive mindset.
Excellent communication and customer-focused approach.

Responsibilities

Respond to customer enquiries through live chat, email, and phone with timely, clear solutions.
Investigate and resolve software-related issues, escalating when needed and collaborating with product teams.
Develop, update, and maintain help centre articles, troubleshooting guides, and training resources.
Identify and explore opportunities to utilise AI tools and automation to streamline support processes.
Gather and communicate customer feedback and feature requests to support product development and improvements.
Collaborate with Customer Success, Implementation, Sales, and Product to ensure a consistent customer experience across Australia and New Zealand.