Remote API & Salesforce Tech Support Specialist

Pearl; Philippines; Remote; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Competitive Salary

Remote Work

Generous PTO

PH health coverage after probation

Mentorship

Learning & Development

Global networking

Job summary

Pearl Talent is hiring a Remote Tech Support Specialist to support a US healthcare tech platform. You will triage API payloads, perform initial troubleshooting, and escalate to Tier 2 as needed while handling 20–30 tickets daily and ~10 inbound calls from US clients. The role requires migration experience and strong English skills.

Offered are fully remote duties in the Philippines with PST-aligned schedules, ongoing tooling changes, and opportunities for mentorship and professional growth.

Qualifications

• 3+ years in customer or technical support with escalations to Tier 2/engineering.
• Troubleshooting API or integration issues by reviewing client payloads.
• Salesforce experience in a support/CRM context with active use.
• Experience handling 20+ tickets daily in a structured ticketing system.
• Inbound phone support experience with US-based clients (live troubleshooting).
• Experience through platform migrations or frequent tool/process changes (CRM onboarding).
• C1+ English (CEFR) for live phone support with US-based clients.

Responsibilities

• Review API payloads/requests to identify missing or incorrect fields.
• Run first-line troubleshooting and guide clients through resolutions before escalation.
• Classify issues as bug, user error, or configuration problem.
• Package complete context and replication steps for Tier 2.
• Manage 20–30 tickets daily with clear, professional responses.
• Maintain ticket hygiene and close resolved issues promptly.
• Track open bug tickets and escalate when closure isn’t possible.
• Meet/exceed team benchmarks for response time, resolution time, and CSAT.
• Handle ~10 inbound calls per day for real-time technical support.

Skills

API Troubleshooting

Salesforce

Ticketing Systems

Phone Support

Platform Migration

English Proficiency

Tools

Salesforce Service Cloud

Zendesk

CRM Tools

Job description

Pearl Talent is hiring a Remote Tech Support Specialist to support a US healthcare tech platform. You will triage API payloads, perform initial troubleshooting, and escalate to Tier 2 as needed while handling 20–30 tickets daily and ~10 inbound calls from US clients. The role requires migration experience and strong English skills.

Offered are fully remote duties in the Philippines with PST-aligned schedules, ongoing tooling changes, and opportunities for mentorship and professional growth.