Remote Tech Support Specialist - Night Shift Maritime SaaS

Helm Operations Software Inc.; Philippines; Hybride; PHP 391 000 - 670 000; Plein temps

Résumé du poste

Helm Operations is seeking a Technical Support Specialist to deliver world-class product support to maritime operators worldwide. The role covers the night shift (Pacific Time) from the Philippines, working remotely for Helm Operations’ customers and internal stakeholders.

You will handle tickets, emails, and live calls, analyze issues, reproduce and escalate when necessary, and contribute to the knowledge base. Strong English and autonomous, careful problem-solving are essential.

Qualifications

• Prior technical support experience in software/SaaS environments.
• Exceptional English, written and spoken.
• Strong troubleshooting discipline and documentation.
• Good judgment on escalation decisions and independent work during night shifts.

Responsabilités

• Provide product support to customers and partners worldwide via ticket, email, and live phone.
• Analyse, prioritise and resolve reported technical issues in SLA-compliant manner.
• Answer after-hours calls and voicemails; participate in on-call rotation.
• Investigate thoroughly before responding and escalate when needed.
• Contribute to knowledge base with articles and reproduction notes.

Connaissances

Technical support experience

Excellent English

Troubleshooting

Escalation judgment

On-call rotation

AI tooling familiarity

Description du poste

Helm Operations is seeking a Technical Support Specialist to deliver world-class product support to maritime operators worldwide. The role covers the night shift (Pacific Time) from the Philippines, working remotely for Helm Operations’ customers and internal stakeholders.

You will handle tickets, emails, and live calls, analyze issues, reproduce and escalate when necessary, and contribute to the knowledge base. Strong English and autonomous, careful problem-solving are essential.