Senior Technical Support Specialist (SaaS)

Outsourcey; Taguig; On-site; PHP 558,000 - 893,000; Full time

Job summary

Outsourcey in the Philippines seeks a Senior Client Success Representative to lead a support team across US time zones. You will mentor staff, manage high‑priority cases, and ensure SLA adherence while coordinating with Sales, Development and Professional Services.

Requirements include 5+ years in direct customer support, 1+ year in leadership, excellent English, and experience with Salesforce and data formats (Excel, JSON).

Qualifications

• 5+ years of direct customer support experience.
• 1+ year of customer support leadership experience.
• Prior experience in a U.S.-facing or offshore/BPO support role is a plus.

Responsibilities

• Guide and train new team members.
• Follow and monitor defined workflow policies.
• Work efficiently in Salesforce CRM.
• Drive support case closures.
• Push high-priority cases across shifts and time zones.
• Watch urgent support cases.
• Pick up more complex, high-priority cases.
• Escalate Tier 3 support cases to CSP for further review.
• Be in communication with other teams (Sales, Development, Professional Services) across time zones as needed.

Skills

Clear English communication

Leadership experience

Direct customer support

Independent work

Multi-tasking

Handling US time zones

Policy adherence

Train junior staff

Technical troubleshooting

Software user-facing roles

Microsoft Office

Data reconciliation (Excel/JSON/CSV)

Tools

Salesforce CRM

Excel

JSON/CSV

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements

• 5+ years of direct customer support experience
• 1+ year(s) of customer support leadership experience
• Prior experience in a U.S.-facing or offshore/BPO support role is a plus

Skills

• Professional demeanor with clear, fluent English communication skills (written and verbal), suitable for direct phone and email interaction with North American, EMEA and APAC clients
• Self-starter with attention to detail and ability to follow up consistently and independently
• Ability to work independently, prioritize, and multi-task
• Lead junior Client Success Representatives on policy and adherence, including across shifts and time zones
• Comfortable adapting to a schedule set by U.S. time zones, including evening, overnight, and occasional weekend shifts
• A willingness and an ability to learn
• Experience with software user-facing roles
• Experience with software user technical support
• Computer skills related to general navigation confidence, Microsoft Office Suite
• Experience with database software, operating systems, networking, and hosted solutions
• Ability to troubleshoot technical issues at an expert level
• Configuration settings review and troubleshooting
• Data review and reconciliation of Excel, JSON, CSV, and general API data sources
• Must be legally authorized to work in the Philippines
• Must be based in the Philippines for the duration of employment

Core responsibilities

• Help guide/train new team members
• Follow and monitor defined workflow policies
• Work efficiently in Salesforce CRM
• Drive support case closures
• Push high-priority cases (voicemails, older unassigned cases)
• Watch urgent support cases
• Pick up more complex, high-priority cases
• Escalate Tier 3 support cases to CSP for further review
• Be in communication with other teams (Sales, Development, Professional Services) regarding issues, clients who need special consideration, etc., across time zones as needed.

SUPPORT CASE RELATED:

• Primarily the Senior Client Success Representative tracks the health of the overall support queue to make sure our
• Users are responded to and assisted fully within our defined SLA including during U.S. business hours outside of the Philippines' standard workday.
• Point person for Client Success Partners
• SLA+ Accounts paid tier of faster service level
• Assignments (sales-impact)
• Identify major support users
• Discuss during internal Support team meetings
• Main trainer
• Prioritizes sensitive clients

PROACTIVE MAINTENANCE:

• Aside from the ongoing support queue, Evention Support often contributes to individual Account or full product
• suite initiatives ranging from new feature rollout, legacy setup review and updating, and/or User cleanup. These
• are proactive projects meant to reduce the overall incoming support case volume by putting solutions in for root cause issues and old configuration.
• Monitor small User projects
• Handles mid-level User projects
• Organizes and drives large-scale User projects
• Ensure projects are completed in a timely manner and the work is invoiced
• Handles import setup (email rules, Files.com automation, setup FTP/SFTP clients)
• XSLT stylesheet improvement and standardization
• Works with Professional Services for new feature rollouts to existing Users

Benefits

Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.