Technical Support Representative

NightOwl Consulting Philippines, Inc; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

NightOwl Consulting Philippines, Inc in the Philippines is seeking a customer-focused Technical Support Specialist for SaaS products. You will respond to inquiries via phone, email, and chat, diagnose issues, and provide clear, actionable resolutions to customers.

You will onboard new users, communicate feedback to product teams, and help maintain knowledge bases while staying current with our software offerings. A strong communicator with SaaS support experience is essential.

Qualifications

• Strong technical aptitude with ability to learn software products quickly.
• Experience in a customer service role, preferably in B2B SaaS or fintech.
• Excellent problem-solving and meticulous attention to detail.
• Clear verbal and written communication skills.
• Ability to work independently and as part of a team.

Responsibilities

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

Skills

Technical aptitude

Customer service experience

Problem-solving

Communication skills

Independent & teamwork

Multi-tasking

Education

Bachelor's degree or equivalent

Tools

HubSpot

Job description

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.