Remote B2B SaaS Tech Support Specialist
SupportNinja
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Benefits offered by this job
Job summary
SupportNinja is seeking a Technical Support Representative for a 100% remote role based in the Philippines to support a US B2B SaaS platform. You’ll handle Tier 1 issues, guide users through feature configurations, and document all interactions in the CRM while ensuring high customer satisfaction.
Key duties include troubleshooting, ticket triage, and collaboration with Product and Engineering to relay feedback.
Qualifications
- At least 6 months in a dedicated technical support role.
- Direct, hands-on experience supporting B2B SaaS platforms.
- Excellent verbal and written communication with non-technical audiences.
- Foundational to proficient understanding of SaaS platforms and basic troubleshooting.
- Strong problem-solving and multi-tasking to manage multiple tickets.
Responsibilities
- Omnichannel Tier 1 support to B2B customers via live chat and email.
- Guide clients on platform functionality and feature configurations.
- Troubleshoot using knowledge bases and client documentation.
- Triage tickets and escalate complex issues to Tier 2 as needed.
- Document interactions in CRM and follow up post-resolution.
- Collaborate with colleagues on Slack and relay customer feedback.
- Meet or exceed KPIs, performance metrics, and SLAs.
Skills
Tools
Job description
SupportNinja is seeking a Technical Support Representative for a 100% remote role based in the Philippines to support a US B2B SaaS platform. You’ll handle Tier 1 issues, guide users through feature configurations, and document all interactions in the CRM while ensuring high customer satisfaction.
Key duties include troubleshooting, ticket triage, and collaboration with Product and Engineering to relay feedback.
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