SaaS Support Specialist – L1: Fast, Clear Customer Help

KDCI

Pasig

On-site

PHP 290,000 - 469,000

Full time

14 days+

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Job summary

KDCI Outsourcing in Manila is seeking a SaaS Support Specialist – L1 to provide first-level support for SaaS customers. You will resolve common concerns, gather troubleshooting information, document issues, and escalate when needed.

The role requires experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, plus strong customer communication and troubleshooting skills. You will work on rotating global support schedules and contribute to documentation improvements.

Qualifications

1–2 years of professional technical customer support experience.
Hands-on experience with SaaS or web-based products.
Strong written and verbal English communication skills.

Responsibilities

Respond to customer inquiries promptly and professionally.
Answer common product questions using approved documentation and knowledge base articles.
Gather complete troubleshooting information before escalating technical issues.
Perform basic troubleshooting using documented procedures and support playbooks.
Accurately classify tickets by severity, category, and ownership.
Escalate issues that fall outside documented procedures or trained support scope.
Keep customers updated throughout the support process.
Maintain complete and accurate ticket documentation to ensure smooth handoffs.
Identify documentation gaps and suggest updates to internal support resources.
Participate in rotating global support schedules as required.