Onsite SaaS Tech Support Lead II

SupportNinja

Philippines

On-site

PHP 300,000 - 420,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Beautiful facility & Free Meals for on

Opportunities for skills training and

Employee Referral Program

Job summary

SupportNinja, located in Quezon City, Philippines, seeks an Technical Support Representative II to provide advanced technical help and exceptional customer service for SaaS products. You will troubleshoot hardware/software issues, communicate solutions clearly to non-technical users, and escalate when needed.

The role requires 2+ years in technical support, strong English communication, CRM familiarity, and the ability to learn continuously.

Qualifications

Minimum 2 years of experience in technical support, preferably in a call center.
Proficient written and verbal communication skills.
Advanced troubleshooting across hardware, software, and systems.
Proficient with common computer applications.
Experience using a CRM is preferred.
Analytical thinking to diagnose issues from multiple data sources.
SaaS background is a hard requirement.
C1 level communications.

Responsibilities

Provide advanced technical support to customers with issues while delivering excellent service.
Identify and troubleshoot complex problems and provide timely solutions.
Explain technical solutions clearly to non-technical customers.
Escalate complex issues to senior teams as needed.
Document customer interactions and issues in the CRM.
Give product feedback based on customer input and issues.
Continuously learn about products, services, and processes.
Collaborate with other departments to resolve issues.
Maintain a positive, empathetic attitude toward customers and colleagues.
Adhere to company policies and meet KPIs.
Perform other duties as assigned.