SaaS Customer Support Specialist | Troubleshooting & Training

YourMembership Limited Corporation (Cebu); Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

YourMembership Limited Corporation (Cebu) in Cebu City seeks a Customer Support Specialist to deliver basic user support for our member-management SaaS platform and improve the customer experience.

You will troubleshoot issues, train clients, and provide updates on support cases while building respectful, collaborative relationships with users. Work with the Product Development team to address bugs and translate technical details into clear guidance for customers with varying levels of knowledge.

Qualifications

• Strong technical skills with MS Word, PowerPoint, Excel and MS Outlook.
• Experience with HTML and CSS.
• Excellent communication skills (both verbal and written).
• Ability to work well in a team environment and collaborate with all levels of staff.
• Capability to manage up and escalates as needed depending on the situation.
• Prior experience supporting software applications desired.
• Aptitude to multi-task and prioritize while staying organized and managing time effectively.
• Capacity to handle difficult situations effectively in a fast-paced environment.
• Ability to understand technical jargon and communicate it to clients who have limited technical knowledge.
• Capability to think and act independently and apply critical thinking.
• Excellent interpersonal skills, with a positive, friendly, and helpful attitude.
• With troubleshooting software experience is an advantage.
• With JavaScript experience is an advantage.

Responsibilities

• Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
• Learn the inner workings of a member-management SaaS platform
• Troubleshoot and resolve client reported issues
• Train clients on how to best use a highly configurable platform
• Provide reporting to clients on the status of support cases
• Work with the Product Development team to address bugs and advance the product

Skills

Communication

Teamwork

Time management

Critical thinking

Customer service

Problem solving

Tools

MS Word

PowerPoint

Excel

MS Outlook

HTML

CSS

JavaScript

Job description

YourMembership Limited Corporation (Cebu) in Cebu City seeks a Customer Support Specialist to deliver basic user support for our member-management SaaS platform and improve the customer experience.

You will troubleshoot issues, train clients, and provide updates on support cases while building respectful, collaborative relationships with users. Work with the Product Development team to address bugs and translate technical details into clear guidance for customers with varying levels of knowledge.