Remote SaaS Support Specialist (Level 1–2)

Pavago

Philippines

Remote

PHP 2,147,000 - 3,374,000

Full time

13 days ago

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Benefits offered by this job

Fully remote

Job summary

Pavago, a forward-thinking SaaS and IT helpdesk provider, is seeking a Tech Support Specialist to troubleshoot issues, resolve support tickets, and help customers and internal users stay productive. This hands-on Level 1–2 role covers SaaS applications, account access, and basic system administration.

You will work remotely during U.S. business hours, using tools like Zendesk, Freshdesk, Jira Service Management, and ServiceNow.

Qualifications

1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting.
Experience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk.
Understanding of SaaS applications and basic networking concepts.
Familiarity with Windows and macOS environments.
Strong technical troubleshooting and problem-solving skills.
Excellent written and verbal English communication.
Strong documentation and attention to detail.
Comfortable managing multiple tickets and priorities.
Ability to work independently during U.S. business hours.

Responsibilities

Technical Support & Troubleshooting: Handle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow or similar tools; Troubleshoot login, access, connectivity, browser, software, and SaaS issues; Resolve Level 1 and 2 requests; Guide users with clear, non-technical language; Support Windows, macOS, and basic Linux.