SaaS Support Specialist

AStella International

Bacoor

On-site

PHP 279,000 - 446,000

Full time

12 days ago

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Benefits offered by this job

Night shift

Fully onsite in Bacoor

Job summary

Astella Intl Corporation is seeking a talented SaaS Support Specialist to join our Technical Support team in Bacoor, Cavite. This role blends customer support, technical troubleshooting, software configuration, and system problem solving to deliver effective solutions.

The ideal candidate has 1–3 years in customer or technical support within software or SaaS, strong communication skills, and a customer-focused approach. The position is fully onsite with a night shift from 9:00 PM to 6:00 AM PHT.

Qualifications

1–3 years in customer or technical support in software or SaaS.
Strong written and verbal communication.
Customer-focused with analytical problem-solving.
Experience with helpdesk/CRM platforms such as Zendesk, Intercom, Salesforce, HubSpot.
Willingness to work fully onsite in Bacoor, Cavite.
Willingness to work the 9:00 PM–6:00 AM night shift.

Responsibilities

Respond to customer inquiries via live chat, email, video calls, and voice calls.
Troubleshoot technical issues, login problems, configuration errors, and software problems.
Escalate to Tier 2/3 with detailed reproduction steps and follow-up on escalations.
Assist with migration between platforms and configure customer-specific packages.
Create and maintain internal/external documentation and forms.
Collaborate with Technology, Operations, Accounts Receivable, and Customer Success teams to improve service delivery.

Skills

Customer support

Communication skills

Analytical thinking

Problem-solving

APIs & integrations awareness

SaaS platforms familiarity

Tools

Zendesk

Intercom

Salesforce

HubSpot

Job description

Company: Astella Intl Corporation
Location: Bacoor, Cavite
Work Arrangement: Fully Onsite
Employment Type: Full-Time
Department: Technical Support
Schedule: 9:00 PM – 6:00 AM PHT
Shift: Night Shift

Position Overview

Astella Intl Corporation is looking for a talented and motivated SaaS Support Specialist to join our Technical Support team. This role combines customer support, technical troubleshooting, software configuration, and system-related problem solving.

The ideal candidate is comfortable working with software applications, troubleshooting technical concerns, assisting customers, and collaborating with Technology, Operations, Accounts Receivable, and Customer Success teams to provide effective solutions.

Key Responsibilities

Customer Support & Troubleshooting

Respond to customer inquiries through live chat, email, video calls, and voice calls.
Troubleshoot technical issues, login concerns, configuration errors, and software-related problems.
Identify whether an issue is caused by user error, system configuration, integration, or a potential software bug.
Provide timely and professional technical support to customers.

Customer Guidance & Education

Guide customers in using basic and advanced software features.
Explain technical processes and solutions in a clear and easy-to-understand manner.
Provide customers with relevant knowledge base articles, FAQs, video tutorials, and other support resources.

Technical Escalations

Identify complex technical issues that require further investigation.
Escalate Tier 2 and Tier 3 technical concerns to the appropriate Product or Engineering teams.
Provide detailed issue descriptions, troubleshooting steps, and reproduction steps when escalating technical concerns.
Follow up on escalated issues to help ensure timely resolution.

Customer Migration & Configuration

Assist with setting up and preparing customers for migration between platforms or systems.
Configure customer‑specific packages, settings, forms, and other system requirements.
Help ensure customer configurations are properly tested before implementation.

Documentation & Forms

Create, maintain, and update internal and external documentation.
Develop and update forms based on client specifications and business requirements.
Document recurring technical issues, troubleshooting procedures, and solutions.

Software & System Development

Develop, test, maintain, and enhance software applications and system integrations as needed.
Analyze technical issues reported by customers and internal teams, identify root causes, and implement appropriate solutions.
Support APIs, backend services, frontend functionality, and other system integrations as required.
Participate in code reviews and follow established development standards and best practices.

Cross-Functional Collaboration

Work closely with Technology, Operations, Accounts Receivable, and Customer Success teams.
Translate customer and business requirements into actionable technical tasks.
Collaborate with internal teams to improve system performance, customer experience, and overall service delivery.

Required Qualifications & Skills

1–3 years of experience in customer support, technical support, or a related role, preferably within a technology, software, or SaaS environment.
Strong written and verbal communication skills.
Patient, professional, and customer‑focused approach to handling technical concerns.
Strong analytical and problem‑solving skills.
Comfortable learning and navigating new software applications and systems.
Familiarity with APIs, integrations, web technologies, or software troubleshooting is an advantage.
Experience with helpdesk or CRM platforms such as Zendesk, Intercom, Salesforce, HubSpot, or similar tools is preferred.
Ability to troubleshoot and distinguish between user‑related issues and potential software/system bugs.
Willingness to work fully onsite in Bacoor, Cavite.
Willingness to work the 9:00 PM – 6:00 AM PHT night shift.