SaaS Tech Support Advocate – Tier 1

Boldr; Philippines; On-site; PHP 391,000 - 580,000; Full time

Job summary

Boldr is seeking a Technical Support Advocate T1 in the Philippines to join the frontlines of customer support for Gamma’s platform. You will assist users via chat and email, diagnose issues, and guide them to maximize tool use.

You’ll work with Intercom, collaborate with teams, and uphold fast response times with empathy. If you have 2+ years in SaaS support and a knack for using website and presentation tools, you’ll fit right in.

Qualifications

• 2+ years of SaaS customer or technical support experience.
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software.
• Strong technical aptitude for troubleshooting digital platforms and web-based apps.
• Excellent written communication skills with the ability to explain technical concepts clearly.
• Comfortable navigating multiple software applications simultaneously.
• Strong collaboration and verbal communication skills for internal teamwork.
• Patience, empathy, and active listening skills to understand customer needs.
• Organization and efficiency in time management and the ability to juggle many ongoing initiatives with grace.
• Proficiency for data analysis and process/operations improvement.
• Detail-oriented with a proactive approach to problem-solving.
• Ability to work collaboratively within a team and adapt to changing project requirements.

Responsibilities

• Respond to customer inquiries via chat and email support channels using the Intercom platform.
• Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
• Guide users through Gamma’s features, including AI content generation, template customization, publishing, and collaboration tools.
• Provide accurate, timely solutions with a professional and empathetic tone.
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction.

Skills

SaaS support experience

Website builders

Presentation software

Data analysis

Tools

Intercom

Ticketing systems

Job description

Boldr is seeking a Technical Support Advocate T1 in the Philippines to join the frontlines of customer support for Gamma’s platform. You will assist users via chat and email, diagnose issues, and guide them to maximize tool use.

You’ll work with Intercom, collaborate with teams, and uphold fast response times with empathy. If you have 2+ years in SaaS support and a knack for using website and presentation tools, you’ll fit right in.