SaaS Technical Support Specialist - Omnichannel & Impact

The Methodical Group; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

The Methodical Group is seeking a Technical Support Specialist in Manila to join our cloud-based software team. You will provide omni-channel support via phone, chat, web, and email, and independently manage your case backlog with a focus on First Contact Resolution.

You will use service desk tools to document, triage, and troubleshoot issues, and you will share insights with product and engineering teams to improve the customer experience.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 1+ years in technical support or help desk for SaaS products required.
• Experience with a service management system (HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow, etc.) required.
• Strong interpersonal, written, and verbal communication skills required.
• Strong technical aptitude with the ability to analyze complex issues and problem statements required.
• Microsoft SQL knowledge preferred.
• Proficiency in documenting, triaging, troubleshooting, and resolving support cases required.
• Excellent organizational, time management, and prioritization skills required.
• Ability to collaborate effectively in a team environment required.
• Ability to learn new technologies quickly and manage multiple priorities.

Responsibilities

• Deliver customer technical support through multiple channels with timely, accurate responses.
• Utilize a service management system for case tracking and documentation, aiming for First Contact Resolution.
• Triage incidents by severity and urgency to maintain quality and consistency.
• Research reported issues to determine known issues or new defects.
• Troubleshoot technical problems and document steps to resolution.
• Contribute to the internal knowledge base for self-service and training.
• Participate in ongoing training to stay current with internal systems and tools.

Skills

Interpersonal communication

Written communication

Verbal communication

Team collaboration

Time management

Prioritization

Technical aptitude

Education

Bachelor's degree or equivalent

Tools

HubSpot

Zendesk

Salesforce Service Cloud

ServiceNow

Job description

The Methodical Group is seeking a Technical Support Specialist in Manila to join our cloud-based software team. You will provide omni-channel support via phone, chat, web, and email, and independently manage your case backlog with a focus on First Contact Resolution.

You will use service desk tools to document, triage, and troubleshoot issues, and you will share insights with product and engineering teams to improve the customer experience.