Technical Support Representative

3 weeks ago

Cebu City, Philippines Swift Assist Full time

Overview Technical Support Representative role at Swift Assist . Get AI-powered advice on this job and more exclusive features. Schedule and Compensation Schedule: Saturday to Monday + 2 flexible weekdays (40 hrs/week) Compensation: US $800 - 1,200/month Reports to: Support Team Lead About the Company Our client is a U.S.-based software company powering a rapidly growing, compliance-driven industry through innovative technology. Their platform streamlines operations from production to retail, helping clients stay organized, efficient, and fully compliant. As they continue to expand globally, they\'re building a world-class support team dedicated to delivering fast, dependable, and genuinely helpful service every day. Role Summary The Technical Support Representative is the first point of contact for Cultivera customers. You’ll handle incoming tickets, chats, and calls for basic-to-moderate technical issues, resolve what you can, and escalate complex cases. You’ll play a critical role in keeping clients happy, informed, and confident in using our platform. Responsibilities Respond to support tickets, live chats, and calls promptly. Troubleshoot and resolve common issues (logins, permissions, configuration, UI errors). Walk customers through product features and best practices. Escalate complex issues to senior support or engineering when needed. Contribute to help articles, FAQs, and internal documentation. Spot recurring issues and suggest process or product improvements. Shadow senior team members to learn product depth and support flow. Must-Have 1–2 years in software or SaaS technical support (B2B experience preferred). Excellent written and spoken English; confident on live chat and calls. Strong troubleshooting mindset — calm, systematic, and resourceful. Fast learner with the ability to pick up complex systems. Dependable, proactive, and communicative — thrives with autonomy. Available to work weekends and flexible weekday shifts. Nice-to-Have Experience with HubSpot, Salesforce, or other B2B platforms. Familiarity with Crystal Reports (preferred but not required). Understanding of software integrations, databases, or API concepts. Exposure to compliance-heavy or regulated industries (e.g., cannabis, healthcare, finance). Zendesk or Freshdesk, Google Workspace, Slack, internal CRM systems, and documentation tools. Success Metrics Fast response and resolution times. High customer satisfaction (CSAT/NPS). Low escalation rate (solving more at Tier 1). Reliable attendance and shift coverage. Positive feedback from peers and leads. We value dependability, integrity, proactivity, and calm communication — especially under pressure. You\'ll fit in if you\'re: Cool-headed when things get chaotic; Trustworthy and consistent even when working independently; Honest, respectful, and genuine with customers and teammates. How to Apply Interested in joining us? Apply through our Careers Page: Or email your resume to #J-18808-Ljbffr

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