Technical Support Specialist - Night Shift & Onsite

Lofty; Manila; On-site; PHP 223,000 - 391,000; Full time

Job summary

Lofty in Manila is seeking a Technical Support Representative to provide technical and service assistance for the Lofty platform. You will resolve inquiries via email, phone and chat, guiding users with product knowledge and available help centers.

You will coordinate with engineering using JIRA and Confluence, follow up within 3 days on unresolved tickets, and occasionally upsell add-ons. Night shifts onsite are required.

Qualifications

• 1 year or more experience in Technical Support or TSR roles.
• Able to assist users with Lofty platform via email, phone and chat.
• Comfortable using help centers, Confluence and JIRA for issue tracking.

Responsibilities

• Resolve client issues via email, calls and chats with product knowledge.
• Guide users by referencing product docs, help center and Confluence.
• Serve as the liaison between client and JIRA when tickets are created.
• Follow up on unresolved tickets within the agreed SLA; ensure timely resolution.
• Answer inbound calls and upsell relevant Lofty add-ons when appropriate.

Skills

Technical support

Customer service

Communication skills

Troubleshooting

Tools

JIRA

Confluence

Job description

Lofty in Manila is seeking a Technical Support Representative to provide technical and service assistance for the Lofty platform. You will resolve inquiries via email, phone and chat, guiding users with product knowledge and available help centers.

You will coordinate with engineering using JIRA and Confluence, follow up within 3 days on unresolved tickets, and occasionally upsell add-ons. Night shifts onsite are required.