Technical Support Representative

Lofty; Philippines; On-site; PHP 420,000 - 720,000; Full time

Job summary

Lofty is seeking a Technical Support Representative in the Philippines to provide technical and customer support for the Lofty platform via email, chat, and inbound calls. You will resolve issues, guide users on platform usage, and ensure timely updates until resolution.

Responsibilities include handling requests, troubleshooting with product knowledge, creating and managing JIRA tickets, following up with clients and teams, and maintaining clear documentation.

Qualifications

• 3+ years in technical or SaaS support.
• Strong English communication (written and verbal).
• Experience with ticketing systems such as JIRA or Zendesk.
• Ability to multitask across calls, chats, and emails.
• Experience supporting US clients is a plus.
• AI tools familiarity is a plus.

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

English communication

Troubleshooting

Customer service

Multitasking

SaaS support

Tools

JIRA

Zendesk

Job description

Technical Support Representative

Company : Lofty Job Type : Full Time Philippines

Job Description - Technical Support Representative

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