Support Manager

Location: Philippines About the Role: Join Auditdata’s Customer Care team — the front line of our global support operation. We’re responsible for delivering exceptional service to customers across multiple product lines. As part of this team, you’ll act as the vital link between customers (trained users, technicians, end users, and partners) and our internal teams, ensuring smooth communication, timely resolutions, and outstanding customer experience. What You’ll Do: Respond to customer inquiries promptly and professionally according to SLAs, providing accurate product and service information Troubleshoot and resolve customer-reported issues across software and hardware, demonstrating deep product expertise Handle customer hardware service requests in accordance with Auditdata procedures Support customers and partners during system setup and operation, providing clear guidance, training, and knowledge sharing Participate in testing new product releases, identifying bugs, and ensuring high product reliability Create and maintain Knowledge Base documentation and support articles for internal and customer use Gather, document, and communicate customer feedback to enhance product functionality and service quality Collaborate with Development, DevOps, and other departments to ensure efficient resolution of technical issues Maintain accurate records of all interactions and cases in Helpdesk/CRM systems, keeping customers informed throughout Identify and reproduce software and hardware issues with clear replication steps for engineering teams Coordinate, prioritize, and track tickets according to SLA requirements, especially for enterprise customers Key Skills and Qualifications: 3+ years of experience in technical support, customer service, or similar roles Hands-on experience delivering 2nd- or 3rd-line support via phone, email, or remote tools Strong understanding of systems, processes, and support workflows , or a background as a hardware service technician Proven ability to support and troubleshoot software solutions (e.g., SaaS, CRM, CMS, ERP) Familiarity with cloud-based systems and the Software-as-a-Service (SaaS) model Solid hardware troubleshooting background with an ability to diagnose and resolve hardware-related issues efficiently Fluent English communication skills , both written and verbal Ability to explain technical concepts to non-technical users Excellent time management, multitasking, and prioritization skills in a fast-paced environment Nice-to-Haves: Knowledge of audiometry , the hearing aid fitting process , or clinical management workflows Experience working with embedded systems or medical/audiology equipment Key Traits: Strong customer orientation with a proactive approach to problem-solving Quick learner with the ability to grasp complex technical concepts Excellent coordination and communication skills across teams Analytical mindset capable of isolating root causes and implementing structured solutions What’s in it for you: Long-term, secure engagement in the stable product development company High business standards environment Great company values and ethics Flexibility and flat management structure Learning opportunities and professional development (incl. related certifications, paid trainings & courses) Remote work model Feels like it’s a perfect match to you?We look forward to your application (please apply your English CV) Auditdada is an equal opportunity employer that is committed to create diverse work environment free of discrimination and harassment. We make recruiting decisions based on your experience and skills. #J-18808-Ljbffr