SaaS Support Specialist - Tech Troubleshooter

KDCI Outsourcing

Pasig

On-site

PHP 300,000 - 420,000

Full time

3 days ago

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Job summary

KDCI Outsourcing is seeking a Technical Support Specialist/ SAAS Support Specialist 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 tech customer support for SaaS/web products.
Experience with ticketing platforms such as Zendesk/Intercom/Freshdesk.
Basic web/API concepts and GitHub familiarity.
Excellent written and verbal English communication.

Responsibilities

Respond to customer inquiries promptly and professionally.
Gather complete troubleshooting information before escalation.
Document issues and update tickets accurately.
Escalate when outside documented procedures and keep customers informed.
Participate in rotating global support schedules.

Skills

SaaS support

Customer communication

Troubleshooting

English proficiency

Multitasking

Tools

Zendesk

Intercom

Jira Service Management

Freshdesk

GitHub basics

Job description

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

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