Technical Customer Support and Onboarding Specialist (AU SaaS, WFH)

ConnectOS; Mandaluyong; Remote; PHP 469,000 - 692,000; Full time

Benefits offered by this job

HMO on Day 1

13th Month Pay

Leave credits

Emergency Leave

Permanent WFH

Equipment Provided

Life insurance from day 1

Job summary

ConnectOS in Mandaluyong, Philippines, is seeking a Technical/Customer Service & Onboarding Officer for a permanent Work-From-Home setup. You will respond to customer inquiries, guide onboarding, and train teams on core features using HubSpot and Microsoft 365.

Collaborate with Product and Development to troubleshoot issues, prepare client reports, assist with contracts, and participate in weekly online meetings.

Qualifications

• Experience in customer support and SaaS onboarding.
• Ability to troubleshoot software issues and navigate dashboards.
• Strong spoken and written English.

Responsibilities

• Respond to customer inquiries via phone, email, or ticketing system.
• Lead clients through onboarding, setup, and configuration.
• Deliver tailored training for property managers and teams.
• Collaborate with Product and Development to address issues.
• Prepare project reports and update client records in HubSpot and Microsoft 365.
• Contribute ideas to improve customer experience and processes.
• Prepare and assist with new client contracts.
• Attend weekly online staff meetings.
• Travel may be required for national or international assignments.

Skills

Customer support

SaaS support

Technical support

Software onboarding

Implementation experience

Tools

HubSpot

Microsoft 365

Adobe InDesign

Photoshop

Figma

Asana

Job description

Schedule: Monday - Friday (5:30AM - 2:30PM PHT) Work Set-Up: Work From Home Office Location: Mandaluyong

What will you do?

Technical/Customer Service & Onboarding Officer

• Customer Support: Respond to customer enquiries via phone, email, or ticketing system - resolving issues quickly and professionally.
• Onboarding Guidance: Lead clients through the onboarding process, including setup, configuration, and introduction to company's core features.
• Training Delivery: Conduct tailored training sessions for property managers, concierges, building operators, and tenant engagement teams using the platform.
• Team Collaboration: Work closely with the Product and Development teams to troubleshoot issues and share customer feedback.
• Reporting & Documentation: Prepare project reports, update client records, and track onboarding milestones in HubSpot, and Microsoft 365.
• Continuous Improvement: Contribute ideas to enhance customer experience, refine internal processes, and help scale our service as we grow.
• Contracts: Prepare and assist with new client contracts as required.
• Liaise and follow up with other team members as required to assist your role.
• Attend Meetings: weekly staff meetings online.
• Marketing: Prepare and assist with Marketing presentations as required.
• Attend in person client meetings: if required (subject to location)
• Work with the Team: discuss and develop new templates and systems to improve the processes of the customer support services.
• Learn and expand; your skills with new tech support tools - IE: Adobe Suite - In Design, Photoshop, Figma, Asana
• Travel - Be open to National & International travel opportunities if required.

Skills Required:

• Experience in Customer support, SaaS support, technical support, software onboarding, or implementation experience.
• Able to troubleshoot software issues, navigate dashboards, and understand when to resolve or elevate problems.
• Strong spoken and written English; articulate and confident when dealing with client.

Nice to Have:

• Experience using HubSpot or another CRM/help desk/ticketing platform.
• Familiarity with Microsoft 365, online collaboration tools, and digital platforms.
• Experience using both macOS and Windows.

Join the awesome team and enjoy these benefits & perks:

Benefits:

• HMO on Day 1 + 1 free dependent after 1 year of service.
• Mandatory Government Benefits and 13th Month Pay.
• Leave credits and convertible to cash of unused sick leave, paid quarterly.
• Access to Emergency and Bereavement Leave.

Additional:

• Permanent WFH
• Equipment Provided
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS#ConnnectOSNonTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.