Remote SaaS Support Specialist I

SupportNinja

Philippines

Hybrid

PHP 240,000 - 480,000

Full time

16 hours ago

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Benefits offered by this job

Full time

Competitive pay

Retirement plan

Life Insurance

Paid time off

Birthday leave

Bonus plans

Skills training

Employee referrals

Job summary

SupportNinja is seeking a Technical Support Representative I (SaaS) for remote work from the Philippines. You'll be the first line of contact, handling inquiries via email and other channels, troubleshoot issues, and provide empathetic guidance to customers while feeding insights back to product teams.

The role offers full-time employment with flexible scheduling including night shifts, BYOD, and opportunities for growth through training and performance incentives.

Qualifications

2+ years of experience in technical support or a related role.
Experience supporting web-based and mobile applications.
Excellent written and verbal communication with a customer-first mindset.
Strong troubleshooting and analytical thinking.

Responsibilities

Respond to customer inquiries via email and other channels while meeting SLAs.
Troubleshoot account, billing, subscription, and technical issues across SaaS products.
Provide clear, empathetic guidance to help customers resolve issues.
Own customer concerns from initial contact to resolution, escalating when needed.
Identify trends and share insights with Product and Engineering teams.

Skills

Customer focus

Communication

Troubleshooting

Multichannel support

Empathy

Tools

Zendesk

Salesforce

Freshdesk

Job description

The role offers full-time employment with flexible scheduling including night shifts, BYOD, and opportunities for growth through training and performance incentives.

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