SaaS Technical Support Specialist

Infinit-O; Pasay; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Devices provided

Job summary

Infinit-O is seeking a dedicated Support Agent to join our team in delivering exceptional customer experiences and expert help across tickets, chats, and calls.

Ideal candidates have 1–2 years in tech support or 3–4 years in customer service, strong English, and experience with a SaaS platform. Knowledge of JavaScript, HTML, XML, Medallia, and Salesforce Service Cloud is a plus. Devices will be provided.

Qualifications

• Minimum 1–2 years as a Technical Support Agent or 3–4 years in a customer-focused role.
• Excellent written and verbal English required.
• Experience with SaaS technical support and knowledge management.
• Ability to create and train others on technical concepts.
• Flexible schedule capability.

Responsibilities

• Deliver exceptional customer experiences across tickets, chats, and calls.
• Serve as first point of contact for inquiries and issues.
• Triage, prioritize, and manage cases promptly.
• Educate customers on platform functionality and best practices.
• Act as SME for a Product Area and coordinate with engineers on escalations.
• Escalate cases to appropriate support tier when needed.
• Create and maintain Knowledge Articles following KCS practices.
• Support organizational objectives and other duties as assigned.

Skills

English proficiency

Customer focus

Education

B.S. Computer Science or similar

Tools

JavaScript

HTML

XML

Medallia

Salesforce Service Cloud

Job description

Infinit-O is seeking a dedicated Support Agent to join our team in delivering exceptional customer experiences and expert help across tickets, chats, and calls.

Ideal candidates have 1–2 years in tech support or 3–4 years in customer service, strong English, and experience with a SaaS platform. Knowledge of JavaScript, HTML, XML, Medallia, and Salesforce Service Cloud is a plus. Devices will be provided.