SaaS Technical Support Specialist - Tier 3

Boldr; Philippines; On-site; PHP 391,000 - 670,000; Full time

Benefits offered by this job

Flexible work options

Job summary

Boldr is seeking a Technical Support Specialist to handle customer requests across email, chat, and calls. You will troubleshoot issues related to products and services, collaborate with internal teams, and ensure timely, high-quality resolutions in line with client standards.

The role requires a bachelor’s degree and at least 3 years in technical support, with strong English communication and experience using helpdesk platforms (Zendesk, Intercom, Freshdesk, or Gorgias).

Qualifications

• Bachelor's degree in any field.
• At least 3 years in Technical Support or equivalent.
• Excellent English communication skills.
• Experience with at least one help desk platform (Zendesk, Intercom, Freshdesk, or Gorgias).

Responsibilities

• Provide first and second-level technical support via email primarily, with chat/calls as needed.
• Troubleshoot workflow automations, email deliverability, integrations, and account management issues.
• Communicate timelines and updates clearly to customers.
• Draft knowledge base articles and SOPs for consistent issue resolution.
• Collaborate with internal teams to resolve escalated issues promptly.

Skills

Customer communication

Troubleshooting

English proficiency

Problem solving

Multitasking

Collaboration

Learning agility

Education

Bachelor's degree

Tools

Zendesk

Intercom

Freshdesk

Gorgias

Job description

Boldr is seeking a Technical Support Specialist to handle customer requests across email, chat, and calls. You will troubleshoot issues related to products and services, collaborate with internal teams, and ensure timely, high-quality resolutions in line with client standards.

The role requires a bachelor’s degree and at least 3 years in technical support, with strong English communication and experience using helpdesk platforms (Zendesk, Intercom, Freshdesk, or Gorgias).