SaaS IT Support Specialist: Retail & POS Expert

Everglow AI; Pasay; On-site; PHP 240,000 - 420,000; Full time

Job summary

Everglow AI is seeking an IT Support specialist to deliver Level 1 and 2 helpdesk services for SaaS retail clients in the Philippines. You will troubleshoot software, POS systems, and network issues while maintaining high customer service standards.

You will collaborate with clients, internal teams, and vendors to ensure smooth operations, prepare documentation, and participate in on-call rotations to support business hours.

Qualifications

• Hands-on IT support experience (Level 1–2) for SaaS and retail tech.

Responsibilities

• Provide Level 1 and Level 2 Helpdesk support for SaaS applications, POS systems, and retail tech.
• Troubleshoot software installation, network, and hardware issues.
• Deliver product training and user guidance to clients.
• Manage and resolve support tickets within SLAs.
• Escalate complex issues and coordinate with internal/ external teams.
• Create and update SOPs, guides, and knowledge base articles.

Skills

End-user support

Microsoft 365

Active Directory

Remote support

POS systems

SaaS support

Ticketing systems

Customer service

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Remote Desktop

Microsoft Teams

Job description

Everglow AI is seeking an IT Support specialist to deliver Level 1 and 2 helpdesk services for SaaS retail clients in the Philippines. You will troubleshoot software, POS systems, and network issues while maintaining high customer service standards.

You will collaborate with clients, internal teams, and vendors to ensure smooth operations, prepare documentation, and participate in on-call rotations to support business hours.