Technical Support Representative

NightOwl Consulting; Philippines; On-site; PHP 446,000 - 558,000; Full time

Benefits offered by this job

Above market salary

HMO on Day 1 (principal + 2 dependents

Government-mandated benefits

Job summary

NightOwl Consulting is seeking a Technical Support Representative to address customer inquiries and resolve software-related issues. You will diagnose technical problems, provide clear guidance, and assist with onboarding and training on our products.

The role requires a strong technical aptitude, prior customer service experience in B2B SaaS or fintech, and excellent communication skills. Join our operations team to help improve our support efficiency and product feedback loop.

Qualifications

• Strong technical aptitude and quick learning of software products.
• Experience in a customer service role, preferably in a B2B SaaS or Fintech environment.
• Excellent problem-solving and attention to detail.
• Excellent verbal and written communication.
• Ability to work independently and in a team.
• Strong organizational skills and multitasking.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers.
• Provide clear, step-by-step instructions to resolve software issues.
• Escalate complex problems to internal teams and follow up on resolutions.
• Document interactions and issues in the support system.
• Assist customers with onboarding and training on our software.
• Share customer feedback with product teams for improvements.
• Maintain up-to-date knowledge of our products and services.
• Contribute to support documentation and FAQs.

Skills

Technical aptitude

Customer service

B2B SaaS

Fintech

Problem-solving

Communication

Teamwork

Organization

HubSpot

Bachelor’s degree

Education

Bachelor’s degree or equivalent

Tools

HubSpot

Job description

Technical Support Representative

Department: Operations

Employment Type: Full Time

Location: Client

Compensation: ₱40,000 - ₱50,000 / month

Description

We are seeking a dedicated and technically proficient Customer Service Representative to join our team. In this role, you will be responsible for addressing customer inquiries and resolving issues related to our software products. The ideal candidate will possess both a strong technical understanding of our software and excellent customer service skills.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers.
• Provide clear, step-by-step instructions to customers to resolve software-related issues.
• Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.
• Document customer interactions and technical issues in our support ticketing system.
• Assist customers with onboarding and training on our software products.
• Collaborate with the product development team to communicate customer feedback and potential improvements.
• Maintain up-to-date knowledge of our software products and services.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Skills, Knowledge and Expertise

• Strong technical aptitude and the ability to quickly learn and understand software products.
• Experience in a customer service role, preferably in a B2B SaaS or Fintech environment.
• Exceptional problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Proficiency in using customer support software and tools (e.g., HubSpot).
• Bachelor’s degree in a related field or equivalent work experience.

Benefits

• Above market salary
• HMO on Day 1 for principal and two dependents
• Government-mandated benefits
• Performance-based Incentives
• Quarterly Company Events
• 1,000 PHP De Minimis
• Equipment and software provided