SaaS Technical Support Specialist

Our Clients; Pasay; On-site; PHP 279,000 - 502,000; Full time

Job summary

Our client is seeking a Technical Support Representative to deliver high-quality technical assistance for a cloud-based software platform. You will be the first point of contact for customers, troubleshooting issues and guiding product usage across phone, email, and chat.

You will investigate technical issues, escalate to engineering when needed, and contribute to knowledge articles. Strong English communication and a customer-first mindset are essential for success.

Qualifications

• Associate's or Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
• 1–3 years of experience in a customer-focused technical support environment.
• Proven experience providing technical support for SaaS applications.
• Experience delivering customer support through phone and email channels.
• Hands-on experience troubleshooting web-based software applications.
• Working knowledge of: JavaScript, HTML, XML.
• Excellent written and verbal English communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to work flexible schedules as business needs require.

Responsibilities

• Serve as the primary point of contact for customer inquiries and product-related questions through phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve issues involving cloud-based software applications.
• Prioritize and manage support cases to ensure timely resolution while meeting service levels.
• Provide customers with clear guidance on product features and best practices to encourage adoption.
• Escalate complex issues to appropriate technical teams with complete documentation.
• Investigate technical issues requiring deeper analysis and gather information for resolution.
• Prepare engineering escalation requests with findings and business impact.
• Collaborate with engineering and product teams during investigations and identify workarounds.
• Create and maintain technical documentation and knowledge articles.
• Support quality reviews, audits, and compliance initiatives as required.

Skills

Customer care

English communication

Troubleshooting

Analytical thinking

SaaS support

Flexibility

Education

Bachelor's or Associate degree in CS/IT

Related technical field

Tools

Salesforce Service Cloud

CRM software

Ticketing systems

Knowledge base platforms

Job description

Our client is seeking a Technical Support Representative to deliver high-quality technical assistance for a cloud-based software platform. You will be the first point of contact for customers, troubleshooting issues and guiding product usage across phone, email, and chat.

You will investigate technical issues, escalate to engineering when needed, and contribute to knowledge articles. Strong English communication and a customer-first mindset are essential for success.