SaaS Technical Support Specialist

Lofty; Philippines; On-site; PHP 420,000 - 720,000; Full time

Job summary

Lofty is seeking a Technical Support Representative in the Philippines to provide technical and customer support for the Lofty platform via email, chat, and inbound calls. You will resolve issues, guide users on platform usage, and ensure timely updates until resolution.

Responsibilities include handling requests, troubleshooting with product knowledge, creating and managing JIRA tickets, following up with clients and teams, and maintaining clear documentation.

Qualifications

• 3+ years in technical or SaaS support.
• Strong English communication (written and verbal).
• Experience with ticketing systems such as JIRA or Zendesk.
• Ability to multitask across calls, chats, and emails.
• Experience supporting US clients is a plus.
• AI tools familiarity is a plus.

Responsibilities

• Handle support requests via email, chat, and phone.
• Troubleshoot issues using product knowledge, Help Center, and Confluence.
• Create and manage JIRA tickets for unresolved concerns.
• Follow up with clients and internal teams on pending tickets.
• Maintain accurate documentation and clear communication.
• Assist with upselling add-ons or lead generation solutions when appropriate.
• Use AI tools to improve response speed and support efficiency.

Skills

English communication

Troubleshooting

Customer service

Multitasking

SaaS support

Tools

JIRA

Zendesk

Job description

Lofty is seeking a Technical Support Representative in the Philippines to provide technical and customer support for the Lofty platform via email, chat, and inbound calls. You will resolve issues, guide users on platform usage, and ensure timely updates until resolution.

Responsibilities include handling requests, troubleshooting with product knowledge, creating and managing JIRA tickets, following up with clients and teams, and maintaining clear documentation.