SaaS Technical Support Specialist

NightOwl Consulting Philippines, Inc

Philippines

On-site

PHP 290,000 - 424,000

Full time

2 days ago

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Job summary

NightOwl Consulting Philippines, Inc in the Philippines is seeking a customer-focused Technical Support Specialist for SaaS products. You will respond to inquiries via phone, email, and chat, diagnose issues, and provide clear, actionable resolutions to customers.

You will onboard new users, communicate feedback to product teams, and help maintain knowledge bases while staying current with our software offerings. A strong communicator with SaaS support experience is essential.

Qualifications

Strong technical aptitude with ability to learn software products quickly.
Experience in a customer service role, preferably in B2B SaaS or fintech.
Excellent problem-solving and meticulous attention to detail.
Clear verbal and written communication skills.
Ability to work independently and as part of a team.

Responsibilities

Respond to customer inquiries via phone, email, and chat in a timely, professional manner.
Diagnose and troubleshoot technical issues reported by customers.
Provide clear, step-by-step instructions to resolve software issues.
Escalate complex problems and follow up to ensure resolution.
Document interactions and issues in the support ticketing system.
Assist customers with onboarding and training on our software.
Collaborate with product teams to relay customer feedback and improvements.
Maintain up-to-date knowledge of our software and services.