Technical Support Representative

Lofty; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Lofty in Manila seeks a technical and customer support specialist to assist users of the Lofty platform by email, chat, and inbound calls, resolving issues promptly and guiding users on platform usage.

You will create and manage tickets in JIRA, troubleshoot via Help Center and Confluence, and keep clients informed through every step until resolution, while maintaining clear documentation and strong communication.

Qualifications

• 3+ years of technical support, customer support, or SaaS support experience.
• Strong English communication skills (written and verbal).
• Experience with ticketing systems like JIRA, Zendesk, or similar.
• Ability to multitask across calls, chats, and emails.
• Strong troubleshooting and customer service skills.
• Experience supporting US clients is a plus.
• AI experience or familiarity with AI tools is a plus, but not required.

Responsibilities

• Handle support requests via email, chat, and phone
• Troubleshoot issues using product knowledge, Help Center, and Confluence
• Create and manage JIRA tickets for unresolved concerns
• Follow up with clients and internal teams on pending tickets
• Maintain accurate documentation and clear communication
• Assist with upselling add-ons or lead generation solutions when appropriate
• Use AI tools to improve response speed and support efficiency

Skills

Technical support

SaaS experience

Multitasking

English communication

AI tools familiarity

Tools

JIRA

Zendesk

Confluence

Job description

Job Description:

Role Overview

Provide technical and customer support to users of the Lofty platform through email, chat, and inbound calls. Your role is to resolve issues efficiently, guide users on platform usage, manage escalations through JIRA, and ensure clients receive timely updates until resolution.

Key Responsibilities

• Handle support requests via email, chat, and phone
• Troubleshoot issues using product knowledge, Help Center, and Confluence
• Create and manage JIRA tickets for unresolved concerns
• Follow up with clients and internal teams on pending tickets
• Maintain accurate documentation and clear communication
• Assist with upselling add-ons or lead generation solutions when appropriate
• Use AI tools to improve response speed and support efficiency

Requirements

• 3+ years of technical support, customer support, or SaaS support experience
• Strong English communication skills (written and verbal)
• Experience with ticketing systems like JIRA, Zendesk, or similar
• Ability to multitask across calls, chats, and emails
• Strong troubleshooting and customer service skills
• Experience supporting US clients is a plus
• AI experience or familiarity with AI tools is a plus, but not required