SaaS Technical Support Specialist II - Remote

Ninja Partners; Quezon City; Remote; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive compensation

HMO on day 1

Paid time off

Job summary

SupportNinja is seeking a Technical Support Representative II to work remotely from Metro Manila, Philippines. You will handle customer inquiries via chat, email, and voice, troubleshooting complex issues across multiple products and communicating with engineering teams to resolve them.

Responsibilities include creating reports, maintaining CRM records, and delivering premium support to key clients. Candidates should have 2+ years in SaaS tech support and strong Intercom/Zendesk familiarity.

Qualifications

• 2+ years in a customer-facing technical support role for SaaS or cloud apps.
• Strong problem-solving and analytical skills with critical thinking.
• Excellent written and verbal communication.
• Proficiency with software applications and IT troubleshooting tools.
• Ability to work in a fast-paced environment.
• Familiarity with Intercom and SQL scripting is a plus.
• US-based clients experience and Zendesk familiarity preferred.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Handle complex issues across CMMS, Edge, Zendesk and DataHub.
• Troubleshoot issues with in-depth technical knowledge.
• Collaborate with Engineering teams to resolve issues.
• Assist customers with premium support for key accounts.
• Create custom reports and dashboards.
• Document customer interactions in the CRM.
• Provide product demonstrations and training as needed.

Skills

Customer service

Technical troubleshooting

Communication skills

Analytical thinking

Fast-paced environment

Tools

Intercom

Zendesk

SQL scripting

CRM tools

Job description

SupportNinja is seeking a Technical Support Representative II to work remotely from Metro Manila, Philippines. You will handle customer inquiries via chat, email, and voice, troubleshooting complex issues across multiple products and communicating with engineering teams to resolve them.

Responsibilities include creating reports, maintaining CRM records, and delivering premium support to key clients. Candidates should have 2+ years in SaaS tech support and strong Intercom/Zendesk familiarity.