Remote Tech Support Specialist

Pearl; Philippines; À distance; PHP 240 000 - 360 000; Plein temps

Avantages offerts par ce poste

Competitive Salary

Remote Work

Generous PTO

PH health coverage after probation

Mentorship

Learning & Development

Global networking

Résumé du poste

Pearl Talent is hiring a Remote Tech Support Specialist to support a US healthcare tech platform. You will triage API payloads, perform initial troubleshooting, and escalate to Tier 2 as needed while handling 20–30 tickets daily and ~10 inbound calls from US clients. The role requires migration experience and strong English skills.

Offered are fully remote duties in the Philippines with PST-aligned schedules, ongoing tooling changes, and opportunities for mentorship and professional growth.

Qualifications

• 3+ years in customer or technical support with escalations to Tier 2/engineering.
• Troubleshooting API or integration issues by reviewing client payloads.
• Salesforce experience in a support/CRM context with active use.
• Experience handling 20+ tickets daily in a structured ticketing system.
• Inbound phone support experience with US-based clients (live troubleshooting).
• Experience through platform migrations or frequent tool/process changes (CRM onboarding).
• C1+ English (CEFR) for live phone support with US-based clients.

Responsabilités

• Review API payloads/requests to identify missing or incorrect fields.
• Run first-line troubleshooting and guide clients through resolutions before escalation.
• Classify issues as bug, user error, or configuration problem.
• Package complete context and replication steps for Tier 2.
• Manage 20–30 tickets daily with clear, professional responses.
• Maintain ticket hygiene and close resolved issues promptly.
• Track open bug tickets and escalate when closure isn’t possible.
• Meet/exceed team benchmarks for response time, resolution time, and CSAT.
• Handle ~10 inbound calls per day for real-time technical support.

Connaissances

API Troubleshooting

Salesforce

Ticketing Systems

Phone Support

Platform Migration

English Proficiency

Outils

Salesforce Service Cloud

Zendesk

CRM Tools

Description du poste

Job Description – Remote Tech Support Specialist

Remote Tech Support Specialist

Company: Pearl | Job Type: Full Time | Remote / Work from Home

Description

Work From Anywhere in the Philippines

Work Schedule: PST | 7:00 AM – 4:00 PM, Sunday to Thursday (Tuesday to Saturday during the first 2–3 weeks of training)

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

Hear why we exist, what we believe in, and who we're building for:
Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

About the Client

A US healthcare technology company running an API-driven platform is hiring a Tech Support Specialist to own front-line technical triage and turn client-reported integration issues into clean, complete escalations.

The client serves US-based customers in a HIPAA-regulated environment with a structured support organization and defined Tier 1 to Tier 2 escalation paths. A company-wide migration from Zendesk to Salesforce is underway over the next 2–3 months, and systems and processes evolve on roughly a two-month cycle as the platform scales.

About the Role

This role handles 20–30 tickets daily plus roughly 10 short inbound calls, reviewing client-submitted API payloads and requests, identifying missing or incorrectly filled fields, and determining whether an issue is a bug, a user error, or a configuration problem before it reaches Tier 2. This is a Tier 1 position with strong technical fundamentals, not a Tier 2 role requiring log analysis or system-level debugging. Success means matching existing team performance benchmarks within 2–3 weeks and demonstrating efficient, well-documented technical escalations within the first 30 days.

Core Responsibilities

Technical Triage & Escalation

• Review client-submitted API payloads and requests to identify missing or incorrectly filled fields.
• Run first-line troubleshooting steps and guide clients through resolution walkthroughs before escalating.
• Classify each issue as a bug, user error, or configuration problem.
• Package complete context and replication steps so Tier 2 does not need to re-triage.

Ticket Management

• Manage 20–30 tickets daily with clear, professional written responses.
• Maintain ticket hygiene by updating statuses accurately and closing resolved issues promptly.
• Track open bug tickets and elevate when immediate closure is not possible.
• Meet or exceed team benchmarks for response time, resolution time, and customer satisfaction.

Phone Support

• Handle approximately 10 inbound calls per day, averaging 2–4 minutes each.
• Resolve technical questions in real time over the phone with US-based clients.
• Translate technical findings into plain language for non-technical callers.

Platform Migration & Tool Adoption

• Support the company-wide transition from Zendesk to Salesforce over the next 2–3 months.
• Apply prior Salesforce experience to shorten ramp time during the migration.
• Adopt new tools and revised processes as the support stack evolves.

Requirements

Must-Have

• 3+ years in customer or technical support, including time in a technical support function with regular escalations to Tier 2 or engineering (2+ years considered with heavy technical support experience at a large company)
• Hands‑on experience troubleshooting API or integration issues, including reviewing client payloads or requests to identify missing or incorrectly formatted fields
• Salesforce experience in a support or CRM context, with 6+ months of active use
• Experience managing 20+ tickets daily in a structured ticketing system (Zendesk, Salesforce Service Cloud, Freshdesk, or equivalent)
• Inbound phone support experience with US-based clients, handling live verbal troubleshooting rather than chat‑or email‑only queues
• Documented experience through a platform migration or frequent tool and process changes (e.g., onboarded to a new CRM or ticketing system within 30 days)
• C1+ English (CEFR) for live phone support with US-based clients

Nice-to-Have

• HIPAA compliance or patient‑data protection experience (non‑clinical)
• Familiarity with JSON or XML payload structures
• Zendesk experience
• Experience at a 500+ employee or Series B+ SaaS company with defined Tier 1 to Tier 2 escalation workflows
• Prior remote work with US‑based companies on a PST‑aligned schedule

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH‑based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Topgrading Interview
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you.