SaaS Technical Support Specialist II - Remote

SupportNinja; Metro Manila; Remote; PHP 240,000 - 480,000; Full time

Benefits offered by this job

Competitive pay

HMO day 1

Retirement plan

Life Insurance

Paid time off

Birthday leave

Bonus plans

Training programs

Referral program

Job summary

SupportNinja is hiring a Technical Support Representative II in Metro Manila for a full-time remote role. You will handle multi-channel customer support, troubleshoot complex SaaS issues, and collaborate with Engineering to improve products.

The position emphasizes premium service for key clients and data-driven reporting. Ideal candidates have 2+ years in customer-facing tech support, strong communication, and a passion for continuous learning.

Qualifications

• 2+ years of experience in a customer-facing technical support role for SaaS or Cloud-based applications.
• Strong problem-solving and analytical skills with the ability to think critically.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficiency in using various software applications and IT troubleshooting tools.
• Ability to work effectively in a fast-paced, dynamic environment.
• Passion for delivering outstanding customer service and a commitment to continuous learning.
• Familiarity with Intercom and SQL scripting is a plus
• Preferred with US Based clients experience and Zendesk Experience.

Responsibilities

• Provide exceptional technical support to customers via phone, email, and chat.
• Handle complex technical issues across multiple client's products, CMMS, Edge, Zendesk and DataHub.
• Troubleshoot issues that require in-depth technical knowledge and advanced problem-solving skills.
• Manage support content and video management.
• Work with Engineering teams to resolve issues and provide feedback to product development teams.
• Handle escalations from Tier 1 Support Representatives.
• Offer Premium Support to key customers.
• Create custom reports and dashboards.
• Provide accurate information about products and services to customers
• Develop deep understanding of client services and integrations
• Follow up with customers and document interactions in CRM
• Assist customers with product demonstrations, training and best practices

Skills

Customer-facing support

Problem solving

Analytical skills

Communication

Interpersonal skills

Fast-paced environment

Continuous learning

Tools

Intercom

Zendesk

SQL scripting

Job description

SupportNinja is hiring a Technical Support Representative II in Metro Manila for a full-time remote role. You will handle multi-channel customer support, troubleshoot complex SaaS issues, and collaborate with Engineering to improve products.

The position emphasizes premium service for key clients and data-driven reporting. Ideal candidates have 2+ years in customer-facing tech support, strong communication, and a passion for continuous learning.