Onsite Technical Support Specialist - POS & Omnichannel

Otter

Philippines

On-site

PHP 420,000 - 660,000

Full time

14 days+

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Job summary

Otter in Makati City is seeking a Technical Support Specialist to help customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to resolve needs via calls, chat, WhatsApp, SMS or email.

You will respond to tickets, troubleshoot issues, and collaborate with product and engineering to escalate bugs and feature requests. You will also train customers and serve as a key interface with clients, maintaining a

Qualifications

3–5 years of professional technical support experience.
Experience with POS systems, third‑party integrations, and Tier 2/3 escalations.
Proficiency with Zendesk, Jira, Salesforce, Slack.
Proven ability to diagnose and resolve complex issues across omnichannel support.
Excellent communication skills rooted in empathy and a customer‑first mindset.
Willingness to work onsite and support 24/7 operations.

Responsibilities

Respond to and resolve support tickets from customers in a timely and professional manner via Calls, Chat, WhatsApp, SMS or Email.
Troubleshoot technical issues - Zendesk - Tier 2 escalations.
Collaborate with cross‑functional teams to identify and elevate high‑priority issues to ensure timely resolution and customer satisfaction.
For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
Train customers on tools, acting as a key interface with customers via phone, chat, SMS and email support in a professional and efficient manner.
Serve as the link of communication between key customers and internal teams and work with our Product and Engineering teams to escalatie bugs and feature requests.