Part-time Technical Support Specialist for Saas Company in NY

4 weeks ago

Cagayan de Oro, Philippines Realynk (Formerly Trans Support) Full time

Part-time Technical Support Specialist for Saas Company in NY We are searching for a professional and courteous technical support specialist with great troubleshooting skills to help our users maximize their experience with our SaaS ERP platform designed for marketing and advertising agencies. The technical support specialist will be tasked with resolving system access issues, navigation problems, functionality concerns, and basic accounting workflow questions through our ticketing system. Your systematic approach to problem-solving and clear communication will ensure smooth platform operation and enhance user satisfaction through positive support interactions. To ensure success in this role, the ideal candidate should demonstrate excellent active listening and communication skills in English, systematic troubleshooting abilities, and be able to function in a high-pressure support environment. The noteworthy technical support specialist should provide timely solutions to users\' problems, show initiative when investigating issues, and effectively guide users through resolution steps. Responsibilities User Support Responding promptly to support requests through ticketing system, email, and occasional calls Troubleshooting access and navigation issues Assisting users with platform navigation and features Guiding users through basic accounting workflows Supporting data entry and validation issues Investigating functionality not working as expected Helping users understand and resolve out-of-balance reports Following standard procedures for ticket resolution Maintaining clear documentation of all issues System Support Escalating complex issues to appropriate teams Supporting testing of bug fixes and system updates Contributing to support documentation Monitoring system status and known issues Knowledge Sharing Staying current with platform updates and features Sharing common issue patterns with customer success and development teams Participating in support team meetings Requirements 2+ years technical support or help desk experience Strong English communication skills (written and verbal) Experience with ticketing systems Basic understanding of accounting concepts or any financial services knowledge Ability to work UK/US business hours Calm, polite, and professional behavior Reliable and self-motivated Systematic troubleshooting ability High service orientation Proficient in Hubspot, Teams, and Monday.com Should be residing within Cagayan de Oro or nearby cities Reminders Attaching your resume is optional but highly recommended to ensure the information in your application form is accurate. A Loom video is required as clients may request it during the selection process. Be sure to complete the skill set section thoroughly—this is crucial for our internal system automation and ensures your application is processed efficiently. #J-18808-Ljbffr

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