SaaS Support Specialist (L1) - Fast, Clear Tech Help

KDCI Outsourcing; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

KDCI Outsourcing is seeking a SaaS Support Specialist – L1 to provide first-level support for SaaS customers. The role focuses on resolving common concerns, gathering complete troubleshooting information, accurately documenting technical issues, and escalating concerns when needed.

The ideal candidate has experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, along with strong customer communication and troubleshooting skills.

Qualifications

• 1–2 years of professional technical customer support experience (SaaS or web apps).
• Hands‑on experience with ticketing platforms (Zendesk/Intercom/Freshdesk/Jira Service Management/Salesforce Service Cloud).
• Basic understanding of HTTP, web applications, and APIs.
• Familiarity with GitHub repositories, pull requests, branches, commits, and issues.
• Familiarity with Git concepts and software development workflows.
• Familiarity with AI tools.
• Strong troubleshooting and information-gathering skills (screenshots, logs, URLs, environment details).
• Excellent written and verbal English communication for phone and email support.

Responsibilities

• Respond to customer inquiries promptly and professionally.
• Answer common product questions using approved docs and knowledge base articles.
• Gather complete troubleshooting information before escalation.
• Perform basic troubleshooting using documented procedures and playbooks.
• Classify tickets by severity, category, and ownership.
• Escalate issues outside documented procedures or trained scope.
• Keep customers updated throughout the support process.
• Document tickets completely for smooth handoffs.
• Identify gaps and suggest updates to internal resources.
• Participate in rotating global support schedules.

Skills

SaaS support experience

Customer communication

Troubleshooting

Ticket handling

English proficiency

Tools

Zendesk

Intercom

Freshdesk

Jira Service Management

Salesforce Service Cloud

GitHub

Job description

KDCI Outsourcing is seeking a SaaS Support Specialist – L1 to provide first-level support for SaaS customers. The role focuses on resolving common concerns, gathering complete troubleshooting information, accurately documenting technical issues, and escalating concerns when needed.

The ideal candidate has experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, along with strong customer communication and troubleshooting skills.