Remote LMS Tech Support Specialist | SaaS & EdTech

Outsourced Quality Assured Services Inc. (ISO Certified); Philippines; Remote; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Home-based

Job summary

Outsourced. ph is seeking a proactive Technical Customer Support Specialist to join a fast-growing LMS SaaS company. This is an email-first role with potential expansion into live chat.

You will deliver timely, accurate technical support for our proprietary LMS platform and help customers understand features, best practices, and troubleshooting steps. The ideal candidate will have strong written English, excellent troubleshooting skills, and a customer-first mindset.

Qualifications

• At least 2 years in Technical Customer Support, Help Desk, or SaaS support.
• Experience supporting software applications, cloud-based or web-based solutions.
• Excellent written English with strong grammar and attention to detail.
• Strong troubleshooting, analytical thinking, and problem-solving skills.
• Ability to explain technical concepts to non-technical users.
• Familiar with ticketing tools such as Zendesk, Freshdesk, Intercom, Jira Service Management, HubSpot.

Responsibilities

• Respond promptly and professionally to customer inquiries via email.
• Troubleshoot and resolve technical issues related to the LMS platform.
• Guide customers through platform features, functionality, and best practices.
• Investigate reported issues by reproducing problems, identifying root causes, and implementing solutions.
• Escalate complex issues to Product, Engineering, or Development teams with clear documentation.
• Monitor support tickets and ensure inquiries are resolved within SLAs.
• Deliver exceptional customer service through empathetic, solutions-oriented communication.
• Maintain records of customer interactions and resolutions in the ticketing system.
• Develop and update knowledge base articles and FAQs.
• Collaborate with Product, Engineering, CS, and Operations to improve the customer experience.
• Support future expansion of customer service operations including live chat.

Skills

Technical Support

Customer Service

Troubleshooting

English Communication

Tools

Zendesk

Freshdesk

Intercom

Jira Service Management

HubSpot

Job description

Outsourced. ph is seeking a proactive Technical Customer Support Specialist to join a fast-growing LMS SaaS company. This is an email-first role with potential expansion into live chat.

You will deliver timely, accurate technical support for our proprietary LMS platform and help customers understand features, best practices, and troubleshooting steps. The ideal candidate will have strong written English, excellent troubleshooting skills, and a customer-first mindset.