SaaS Support Specialist — Customer Care & Troubleshooting

Real Life Sciences Philippines, Inc.; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

Real Life Sciences Philippines, Inc. is seeking a Customer Support Associate to guide customers on product usage, troubleshoot issues, and ensure a seamless experience.

You will handle inquiries via phone, email, and other channels, contribute to the knowledge base, and support clients with timely, professional service. The role emphasizes responsiveness, documentation of issues and resolutions, and collaboration with customer success and engineering teams to improve the support process and

Qualifications

• 2–5 years of experience in SaaS or similar customer-facing support.
• Experience supporting customers through phone, email, and web channels in a fast-paced SaaS environment.
• Strong analytical and problem-solving abilities with attention to detail.
• Excellent written and verbal communication skills and a customer-first mindset.
• Ability to work in a process-driven, SLA-focused setting and manage multiple tickets.

Responsibilities

• Serve as the first-line responder for inbound support tickets via Zendesk or similar platforms.
• Develop understanding of customer processes and SLAs.
• Interact with customers via email, phone, and video conferencing, and troubleshoot issues.

Skills

SaaS experience

Technical support

Zendesk/Jira experience

Analytical skills

Communication skills

SLA/process understanding

Multitasking

Tools

Zendesk

Jira

Job description

Real Life Sciences Philippines, Inc. is seeking a Customer Support Associate to guide customers on product usage, troubleshoot issues, and ensure a seamless experience.

You will handle inquiries via phone, email, and other channels, contribute to the knowledge base, and support clients with timely, professional service. The role emphasizes responsiveness, documentation of issues and resolutions, and collaboration with customer success and engineering teams to improve the support process and