Salesforce Administrator

SupportNinja

Metro Manila

Hybrid

PHP 502,000 - 837,000

Full time

24 hours ago

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Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement savings program with match

Life insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Employee referral program

Job summary

SupportNinja is seeking a Technical Support Specialist II to provide world-class SaaS support with a Salesforce backend focus. The role blends email, chat, and voice support on a hybrid schedule at Sanctum, SM North EDSA, QC.

You will troubleshoot Salesforce and SaaS issues, document resolutions, and ensure CSAT-driven service. A Salesforce Admin cert is a plus but not required; 2–3 years in a SaaS support role is preferred.

Qualifications

2-3 years minimum in a similar TSR role in IT or SaaS.
Experience with cloud-based/SaaS support (Salesforce.com / Office 365) is a plus.
Excellent oral and written communication skills.
Excellent customer service or client-facing experience.
Ability to work in a fast-paced, customer-focused environment.
Hybrid role with email, chat, and voice support.
CSAT-driven support mindset.
Self-motivated and team-oriented.

Responsibilities

Deliver technical support to SaaS customers via email, chat, and voice (Teams).
Troubleshoot and resolve Salesforce and SaaS issues efficiently.
Maintain high CSAT by addressing inquiries promptly and professionally.
Escalate complex issues to appropriate teams as needed.
Document customer interactions and solutions in detail.
Collaborate with internal teams to improve support processes.

Skills

Technical support

Salesforce backend knowledge

Salesforce administration knowledge

Problem solving

Communication skills

Customer-focused

Multi-channel support (email/chat/vo i

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

Teams Meetings

Job description

Work Setup: Hybrid at the Sanctum, SM North EDSA, QC (At least twice-a-month onsite)

Equipment: Company-provided

Schedule: Night shift

We are seeking a Technical Support Specialist with a strong background in technical support and a solid working knowledge of the Salesforce backend. While a Salesforce Administration Certification is an advantage, it is not required. The primary responsibility of this role is to provide world-class technical support to SaaS customers, ensuring timely and effective issue resolution.

What does a day in the life of a Technical Support Representative II look like?

Deliver technical support to SaaS customers through email, chat, and voice calls (Teams Meetings).
Troubleshoot and resolve customer issues related to Salesforce and SaaS applications efficiently.
Ensure a high level of customer satisfaction (CSAT-driven support) by addressing inquiries in a timely and professional manner.
Escalate complex issues to the appropriate teams when necessary.
Maintain detailed and accurate documentation of customer interactions and solutions provided.
Collaborate with internal teams to improve support processes and enhance the overall customer experience.

Qualifications & Skills:

Experience in a technical support role, preferably in a SaaS environment.
Working knowledge of the Salesforce backend; familiarity with Salesforce administration is a plus.
Salesforce Administration Certification is an advantage but not required.
Strong problem-solving and analytical skills to diagnose and resolve technical issues.
Excellent communication skills, both written and verbal.
Ability to work in a fast-paced, customer-focused environment.
Hybrid role with a mix of email, chat, and voice support.
Customer satisfaction (CSAT) is a key performance metric.
Emphasis on timely issue resolution and delivering an exceptional support experience.

This role is an excellent opportunity for individuals looking to enhance their technical expertise while gaining hand-on experience with Salesforce in a dynamic SaaS environment.

What are the required qualifications for a Technical Support Representative II?

2 - 3 years Minimum number of years of experience in a similar role or TSR role in the IT or SaaS industry
Experience with cloud-based/SAAS solution technical support (Salesforce.com / Office 365 / etc.) is an advantage.
Excellent Oral and Written Communication skills.
Excellent customer service skills or client-facing support skills/experience
Excellent technical knowledge and analytical skills and can adapt to the fast-paced technical learning environment.
Excellent probing and troubleshooting skills supporting a software product.
Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
Must be highly motivated and perform well working independently and with a team.
Must be customer-centric, self-propelled, proactive, and decisive.
Fosters unity and teamwork.
Outstanding training delivery of effective, interactive, engaging, web-based training (zoom, go-to-training)
Exceptional training delivery, presentation, facilitation, and classroom management skills
Experience in working with a professional services team and handling all aspects of training engagements.
Capable of working successfully to deadline in independent and team-based settings
Ability to alter delivery style 'on the fly' as student requirements dictate.
Ability to pace the course accordingly based on student progress which requires the ability to be 'tuned in' to read signals from students and adjust as necessary.
Preferably earned a bachelor's degree or meet the minimum educational background (Earned Short-Course/Degree or Vocational Degree)
Must be customer-centric, self-propelled, proactive, and decisive.