SaaS Support Specialist — Tech Troubleshooter & Onboarding

NightOwl Consulting Philippines Inc.; Philippines; On-site; PHP 446,000 - 558,000; Full time

Benefits offered by this job

Above market salary

HMO on Day 1 for principal and two. </

Government-mandated benefits

Performance-based Incentives

Quarterly Company Events

1,000 PHP De Minimis

Equipment and software provided

Job summary

NightOwl Consulting Philippines Inc. is seeking a dedicated Customer Service Representative to address inquiries and resolve issues related to our software products. The role sits in Operations and focuses on onboarding, troubleshooting, and documenting customer interactions to drive satisfaction.

The ideal candidate has strong technical aptitude, experience in B2B SaaS or fintech, and excellent communication skills to work independently or with a team.

Qualifications

• Strong technical aptitude and ability to learn software quickly.
• Prior customer service experience, ideally in B2B SaaS or fintech.
• Excellent problem-solving and attention to detail.
• Clear verbal and written communication skills.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot technical issues with our software.
• Provide step-by-step guidance to resolve software problems.
• Escalate complex issues to internal teams and ensure resolution.
• Document interactions in the support ticketing system.
• Assist customers with onboarding and training on our software.
• Share customer feedback with product teams for improvements.
• Maintain up-to-date knowledge of products and services.
• Contribute to knowledge base articles and FAQs.

Skills

Tech aptitude

Customer service experience

Problem solving

Communication skills

Independent and team work

Organizational skills

HubSpot

Education

Bachelor’s degree or equivalent

Tools

HubSpot

Job description

NightOwl Consulting Philippines Inc. is seeking a dedicated Customer Service Representative to address inquiries and resolve issues related to our software products. The role sits in Operations and focuses on onboarding, troubleshooting, and documenting customer interactions to drive satisfaction.

The ideal candidate has strong technical aptitude, experience in B2B SaaS or fintech, and excellent communication skills to work independently or with a team.