Technical Support Representative I (SaaS) | REMOTE

SupportNinja; Philippines; Hybrid; PHP 240,000 - 480,000; Full time

Benefits offered by this job

Full time

Competitive pay

Retirement plan

Life Insurance

Paid time off

Birthday leave

Bonus plans

Skills training

Employee referrals

Job summary

SupportNinja is seeking a Technical Support Representative I (SaaS) for remote work from the Philippines. You'll be the first line of contact, handling inquiries via email and other channels, troubleshoot issues, and provide empathetic guidance to customers while feeding insights back to product teams.

The role offers full-time employment with flexible scheduling including night shifts, BYOD, and opportunities for growth through training and performance incentives.

Qualifications

• 2+ years of experience in technical support or a related role.
• Experience supporting web-based and mobile applications.
• Excellent written and verbal communication with a customer-first mindset.
• Strong troubleshooting and analytical thinking.

Responsibilities

• Respond to customer inquiries via email and other channels while meeting SLAs.
• Troubleshoot account, billing, subscription, and technical issues across SaaS products.
• Provide clear, empathetic guidance to help customers resolve issues.
• Own customer concerns from initial contact to resolution, escalating when needed.
• Identify trends and share insights with Product and Engineering teams.

Skills

Customer focus

Communication

Troubleshooting

Multichannel support

Empathy

Tools

Zendesk

Salesforce

Freshdesk

Job description

Technical Support Representative I (SaaS) | REMOTE

Full Time Salary Philippines - Remote, PH

Work Setup: Remote

Start Date: ASAP

Schedule:Flexible, including night shift

Equipment: BYOD (16GB RAM)

As a Technical Support Representative , you'll serve as the trusted first point of contact for our users, delivering exceptional support while uncovering insights that help improve our products and services. In this role, you'll combine problem-solving, empathy, and analytical thinking to resolve customer issues, identify emerging trends, and partner across teams to improve the overall customer experience. If you enjoy helping people, solving technical problems, and making an impact beyond individual support interactions, we'd love to hear from you.

What does a day in the life of a Technical Support Representative look like?

• Respond to customer inquiries through email and other support channels while consistently meeting established service level agreements (SLAs).
• Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms.
• Provide clear, empathetic, and easy-to-understand guidance to help customers quickly resolve issues.
• Take ownership of customer concerns from initial contact through resolution, escalating when appropriate.

Identifying Customer Insights

• Monitor support trends and identify recurring customer pain points, technical issues, or process gaps.
• Communicate meaningful insights to Product, Engineering, and internal stakeholders.
• Help improve the customer experience by recommending solutions based on customer feedback and support data.
• Partner with teammates to share knowledge, improve documentation, and maintain consistent support practices.
• Assist during product launches, incidents, and service updates by providing customer impact feedback.
• Contribute to internal knowledge articles and support resources.

Process Improvement

• Identify opportunities to streamline workflows and improve support operations.
• Help refine support processes, templates, and customer communications.
• Participate in continuous improvement initiatives that enhance both the customer and team experience.

What are the required qualifications for a Technical Support Representative?

• 2+ years of experience in technical support or a related customer-facing role.
• Experience supporting web-based and mobile applications.
• Excellent written and verbal communication skills with a strong customer-first mindset.
• Strong troubleshooting and critical thinking abilities.
• Comfortable navigating multiple software platforms and learning new technologies quickly.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to analyze trends and communicate actionable recommendations.

Preferred qualifications:

• Experience supporting SaaS or digital healthcare products.
• Experience working with healthcare professionals, healthcare technology, or medical software.
• Familiarity with CRM or support platforms such as Zendesk, Salesforce, or similar tools.
• Experience supporting billing, subscriptions, or account management.
• Working knowledge of Microsoft Office or Google Workspace.
• Experience with customer support platforms (Zendesk, Salesforce, Freshdesk).
• Experience with analytics or reporting tools.
• Knowledge base management.
• Mobile app troubleshooting (iOS and Android).

Ninja Perks and Benefits

• Full time employees
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.