Technical Support Representative
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Job Description
Technical Support Representative resolving customer software issues for a remote operations team. Troubleshooting, onboarding users, and escalating technical problems to product teams.
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 the support ticketing system
- Assist customers with onboarding and training on software products
- Collaborate with the product development team to communicate customer feedback and potential improvements
- Maintain up-to-date knowledge of software products and services
- Contribute to support documentation, FAQs, and knowledge base articles
Requirements:
- 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
Benefits:
- Above market salary
- HMO on Day 1 for principal and two dependents
- Government-mandated benefits
- Performance-based Incentives
- Quarterly Company Events
- 1,000 PHP De Minimis
- Equipment and software provided
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