Remote Technical Support & API Triage Specialist

Pearl Talent; Davao City; Remote; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Competitive Salary

Remote Work

Health coverage after 3 months

Mentorship & Learning opportunities

Global networking

Job summary

Pearl Talent, based in the Philippines, is seeking a Tech Support Specialist to own front-line triage for US healthcare tech clients. This fully remote role handles API payload reviews, tickets, and live calls, with a Zendesk-to-Salesforce migration in progress.

You will classify issues, guide clients through resolutions, and document steps for Tier 2 escalation, demanding clear communication and CRM familiarity.

Qualifications

• 3+ years in customer or technical support with Tier 2 escalations.
• Experience troubleshooting API/integration issues using client payloads to identify missing or incorrect fields.
• Salesforce experience in a support context (6+ months active).

Responsibilities

• Review API payloads to identify missing or invalid fields and classify issues as bug, user error, or configuration problem.
• Handle 20-30 tickets daily with clear, professional written responses and accurate status updates.
• Manage ~10 inbound calls daily with US-based clients, resolving questions in real time and translating tech findings for non-technical callers.
• Support the migration from Zendesk to Salesforce over the next 2-3 months and adapt to evolving tools and processes.

Skills

API troubleshooting

Salesforce CRM

Customer support

Phone support

Escalations to Tier 2

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Pearl Talent, based in the Philippines, is seeking a Tech Support Specialist to own front-line triage for US healthcare tech clients. This fully remote role handles API payload reviews, tickets, and live calls, with a Zendesk-to-Salesforce migration in progress.

You will classify issues, guide clients through resolutions, and document steps for Tier 2 escalation, demanding clear communication and CRM familiarity.