Customer Support Specialist
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Job Description
Home-based Customer Support Specialist for a U.S. automotive SaaS company. Supporting auto repair shops with platform access, troubleshooting, and issue escalation.
Responsibilities:
- Respond to inbound support requests via email, phone, and/or text message
- Provide friendly and timely customer service to auto repair shop users
- Assist customers with account access and login concerns
- Explain platform functionality and how features work
- Guide users on customer text updates, digital vehicle inspection reports, declined service follow-ups, Google review generation, and marketing CRM tools
- Troubleshoot basic in-browser tool functions
- Replicate reported issues to identify their cause
- Escalate unresolved issues through clear and complete bug reports
- Track identified bugs and feature requests for submission to the development team
- Follow up with customers on the status of reported issues
Requirements:
- Bachelor's degree in Information Technology, Communications, Business Administration, or a related field preferred
- 1–3 years of experience in technical support, customer support, or help desk roles, preferably supporting SaaS or web-based software
- Prior remote technical support experience is a plus
- Strong verbal and written English communication skills
- Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
- Proficient in Microsoft Office and Google Workspace
- Comfortable troubleshooting browser-based applications, including clearing cache and cookies, checking browser versions, testing in incognito mode, and capturing screenshots and screen recordings
- Experience with help desk or ticketing tools such as Zendesk, Freshdesk, HubSpot Service Hub, or Intercom preferred
- Familiarity with CRM platforms is an advantage
- Experience with bug or task tracking tools such as Jira, Trello, Asana, or ClickUp is a plus
- Familiarity with the automotive or auto repair industry is an advantage but not required
- Self-motivated and able to work with minimal supervision
- Clear, patient, and professional customer communication
- Basic in-browser software troubleshooting
- Ability to replicate, isolate, and resolve basic software issues
- Ability to accurately document bugs, reproduction steps, and feature requests
- Ability to work independently and adapt to a weekend and morning-focused schedule
Benefits:
- Industry-leading salary packages
- Permanent work-from-home setup
- Company equipment provided
- Government-mandated benefits employer share
- Internet stipends upon regularization
- HMO Coverage upon regularization (with an option to enroll as early as Day 1)
- PTO credits and service incentive leaves
- Major spring and winter company live events
- Monthly employee appreciation virtual events
- Company-provided career skills training courses
- A company culture focused on your personal and professional growth
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