Remote SaaS Technical Support Specialist II

SupportNinja; Philippines; Remote; PHP 469,000 - 781,000; Full time

Benefits offered by this job

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and professional dev.

Employee referral program

Job summary

SupportNinja is seeking a Technical Support Representative II to deliver high-quality assistance to our clients. This remote, full-time role in the Philippines involves handling inquiries via chat, email, and voice while collaborating with engineering to resolve complex issues and improve products.

You will support multiple SaaS products, including CMMS and Edge, and create custom reports for key customers.

Qualifications

• 2+ years in a customer-facing technical support role for SaaS.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication.
• Proficiency with support tools and IT troubleshooting.
• Experience with US-based clients and Zendesk is a plus.

Responsibilities

• Provide technical support to customers via phone, chat, and email.
• Troubleshoot complex issues across SaaS products and integrations.
• Collaborate with engineering to resolve problems and relay product feedback.
• Create and maintain support content and dashboards.
• Document interactions accurately in the CRM.
• Meet KPIs and participate in training to improve knowledge.

Skills

Customer service

Technical support

Problem solving

Communication

Tools

Intercom

Zendesk

SQL scripting

Job description

SupportNinja is seeking a Technical Support Representative II to deliver high-quality assistance to our clients. This remote, full-time role in the Philippines involves handling inquiries via chat, email, and voice while collaborating with engineering to resolve complex issues and improve products.

You will support multiple SaaS products, including CMMS and Edge, and create custom reports for key customers.