Remote Technical Support Specialist, SaaS Fintech

Ltvplus; Manila; Remote; PHP 360,000 - 540,000; Full time

Job summary

LTVplus is hiring a Technical Support Agent to assist clients using the Client’s Business Manager. You will interact with restaurant owners, managers, and other business users to resolve questions on tip calculations, tip-outs, reporting, and platform functionality.

This client-facing role requires strong communication, technical proficiency, and systematic investigation of issues. You will collaborate with Operations, Product, and Engineering teams to elevate problems and ensure timely

Qualifications

• Previous experience in customer or technical support in a client-facing role.
• Strong written and verbal communication skills.
• Comfortable supporting clients by email and phone.
• Professional communicating with business owners and stakeholders.
• Tech-savvy and quick to learn new platforms.
• Strong troubleshooting and critical-thinking abilities.
• Able to document issues clearly for engineers.
• Highly organized with multiple open cases.
• Patient, empathetic, and solution-oriented.
• Able to own issues from report to resolution.

Responsibilities

• Provide professional and responsive support to clients by email and phone.
• Help clients navigate the Client's Business Manager.
• Assist with tip calculations, tip-outs, reports, and portal functionality.
• Troubleshoot issues by gathering information and guiding solutions.
• Explain technical concepts to users with varying experience.
• Reproduce issues to determine root cause.
• Create detailed engineering tickets with all troubleshooting details.
• Collaborate with Engineering and Product to resolve escalations.
• Keep clients informed throughout troubleshooting.
• Document interactions and resolutions in the ticketing system.
• Identify recurring questions and suggest improvements.
• Escalate urgent issues per procedures.
• Maintain professionalism with sensitive concerns.

Skills

Customer support

Technical support

Written communication

Verbal communication

Phone support

Troubleshooting

Documentation

Cross-functional

Tools

Zendesk

Gorgias

Intercom

Jira

Linear

Job description

LTVplus is hiring a Technical Support Agent to assist clients using the Client’s Business Manager. You will interact with restaurant owners, managers, and other business users to resolve questions on tip calculations, tip-outs, reporting, and platform functionality.

This client-facing role requires strong communication, technical proficiency, and systematic investigation of issues. You will collaborate with Operations, Product, and Engineering teams to elevate problems and ensure timely