Technical Support Representative

Outsourced; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Outsourced is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to international clients. We value growth, work-life balance and a supportive environment with over 1,000 professionals.

We seek a Technical Customer Support Representative to assist customers in our SaaS product portfolio, document knowledge, file bugs, and drive issue resolution within a collaborative, fast-paced team.

Qualifications

• 2+ years working as a Technical Customer Support Representative role working directly with customers in B2B SAAS Software environment.
• Familiarity with Microsoft Excel and/or Google Sheets, basic knowledge in formula creation.
• Some familiarity with SQL and relational databases.
• Excellent communication skills, both written and verbal.
• Desire to learn and grow while embodying the LinkSquares core values.
• Flexibility for adapting quickly to changing priorities and processes.
• You enjoy helping people, even when it's something small or very challenging.
• You're curious and tech-savvy with a willingness to learn and become proficient in the LinkSquares application and internal tools used for troubleshooting.
• You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams.
• You're detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk.
• You are a team player with the ability to collaborate and contribute to team projects when needed.

Responsibilities

• Serve as a primary technical resource to customers for issues in our product portfolio.
• Build and document knowledge of products, tools, and processes for troubleshooting.
• Develop subject matter expertise within the LinkSquares product suite.
• Reproduce and file bug reports; collaborate with Build team for resolution.
• Maintain an orderly help desk queue and prioritize urgent SLA breaches.
• Grow expertise in customer support within a B2B SaaS company.
• Share knowledge on legal workflows with/without LinkSquares product.
• Suggest best-use cases to drive efficiency and value for customers.
• Collaborate with Revenue Teams to identify upsell/cross-sell opportunities.
• Contribute to team and department goals via projects.
• Attend required trainings on security, standards and systems.

Skills

Excellent communication

Team player

Curious and tech-savvy

Detail-oriented

Customer-centric

Tools

Excel

Google Sheets

SQL basics

Job description

About Us

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Job Description

Title: Technical Customer Support Representative

Job Family/Department: Operations

Direct Reports: None

Professional Level: P1

Roles & Responsibilities

• Work with customers across the LinkSquares customer base as a primary technical resource on issues reported with our product portfolio
• Build and document knowledge of products, tools, and processes to aid in troubleshooting
• Build and maintain subject matter expertise within the evolving LinkSquares product suite
• Independently reproduce and file bug reports and collaborate with other team members and our Build team for resolution
• Maintain an orderly queue in our help desk, including driving prioritization of urgent issues and those that are close to breaching Support Service Level Agreements (SLA)
• Build subject matter expertise in the craft of Customer Support within a B2B SAAS company
• Build and share subject matter expertise in legal workflows both with and without the LinkSquares product suite
• Learn and suggest best in breed use-cases for the LinkSquares product to drive efficiency and value for LinkSquares customers
• Collaborate with Revenue Teams to identify opportunities for upsell, cross-sell, and expansion within existing accounts
• Frequently work through team projects that contribute to team, department, and company goals
• Attend and adhere to in your daily activities all internal applicable required trainings on security, standards and systems

Additional Qualifications

• 2+ years working as a Technical Customer Support Representative role working directly with customers in B2B SAAS Software environment
• Familiarity with Microsoft Excel and/or Google Sheets, basic knowledge in formula creation
• Some familiarity with SQL and relational databases
• Excellent communication skills, both written and verbal
• Desire to learn and grow while embodying the LinkSquares core values
• Flexibility for adapting quickly to changing priorities and processes
• You enjoy helping people, even when it's something small or very challenging
• You're curious and tech-savvy with a willingness to learn and become proficient in the LinkSquares application and internal tools used for troubleshooting
• You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams
• You're detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk
• You are a team player with the ability to collaborate and contribute to team projects when needed

Note

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.