SaaS Customer Support Representative

5 days ago

Cebu City, Philippines MyPass Global Full time

Join to apply for the SaaS Customer Support Representative role at MyPass Global

Overview

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

Your Day to Day
  • Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements
  • Perform daily ticket hygiene; review ticket updates and follow through with relevant stakeholders to help expedite ticket resolution
  • Resolve customer issues and complaints diplomatically and effectively per our service level agreements and policies
  • Apply time management and prioritisation based on the ticket’s severity and the Prompt Response SLA
  • Follow incident management protocols and escalate incidents and complex issues to the next support level with appropriate follow-ups
  • Accurately record all customer interactions in the CRM per standard operating procedures
  • Maintain a thorough understanding and knowledge of the MyPass Global platform and services
  • Meet or exceed performance goals and customer satisfaction targets
Development Objectives
  • 0-3 Months: Build internal relationships, develop product understanding, and become proficient with required tools and systems
  • 3-6 Months: Participate in cross-skilling to broaden product understanding and participate in complex ticket resolution processes
  • 6-12 Months: Upskill, resolve simplex tickets, mentor new hires, and contribute ideas for process improvements
Our Ideal MyPasser
  • Must have a minimum of two (2) years of experience in a SaaS/software customer support role
  • Good command of oral and written English
  • Strong analytical and problem-solving skills
  • Good psychological well-being and demeanor
  • A degree in Information Technology or related fields is an advantage
  • Must be willing to report to work onsite at our office in Cebu IT Park
Life at MyPass
  • Accessible and friendly office in Cebu IT Park
  • Anniversary gifts and wellbeing policies including company-sponsored Healthcare Insurance
  • Work-Life Balance with Paid Time Off and Compensatory Time Off
  • Opportunities for growth through learning and development
  • Recognition programs and team events
  • Casual dress code on Fridays and a culture that values collaboration and fun

We’re big on culture. The team is diverse, open, respectful, and collaborative. We strive to foster an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Our mantra is to make things happen, every single day.

Our Values
  • Bring out the best – Empower people to build a safer future and create a positive impact
  • Challenge the norm – Pursue innovation, stay curious, and seek opportunities for growth
  • Treat people well – Foster trust, compassion, and respect
  • Walk the walk – Be accountable, act with integrity, and keep commitments
Seniority level
  • Not Applicable
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting

Referrals increase your chances of interviewing at MyPass Global. Get notified about new Customer Support Representative jobs in Cebu, Central Visayas, Philippines.

#J-18808-Ljbffr

  • Customer Success Representative | SaaS Expert

    1 week ago

    Lipa City, Calabarzon, Philippines beBeeCustomer Full time ₱15,000 - ₱20,000

    Job DescriptionThe Customer Success Representative plays a pivotal role in ensuring customers achieve success with our Software as a Service (SaaS) product by providing responsive support, proactive solutions, and delivering a seamless client experience.This role focuses on building strong relationships with customers, offering tailored guidance, and...

  • SaaS Customer Support Representative

    5 days ago

    Cebu City, Philippines MyPass Global, MyPass Inc Full time

    Overview Who are we? MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the...

  • Technical Support Representative – SaaS

    5 days ago

    Zamboanga City, Philippines Reliasourcing Full time

    Our client is dedicated to enabling brands to connect and scale through marketplace and dropship automation platforms. They focus on solving important business challenges by automating the full cycle of digital commerce, helping drive revenue through new and existing channels in a streamlined and cost-efficient way. We are looking for a talented Technical...

  • Customer Service Representative

    2 weeks ago

    Cebu City, Central Visayas, Philippines Strategic Office Support Full time

    OverviewPosition: Customer Service Representative / Healthcare AssociateWhat You'll DoAssist U.S.-based clinics with admin and operational supportRespond to calls, emails, and chat with professionalismComplete healthcare-related tasks based on client needsCollaborate with a proactive and supportive teamWhat We're Looking ForStrong English communication...

  • Customer Support Representative

    5 days ago

    Cebu City, Philippines ECLARO Full time

    ECLARO Cebu, Central Visayas, Philippines Customer Support Representative ECLARO Cebu, Central Visayas, Philippines 2 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Role Title: Customer Support RepresentativeECLARO: A quick SummaryECLARO is an award-winning professional services firm headquartered in...

  • Customer Service Representative for Global SaaS Company

    1 week ago

    Makati City, National Capital Region, Philippines beBeeSupport Full time $40,000 - $60,000

    About the RoleWe are seeking an experienced Customer Service Representative to join our growing team. As a key member of our support function, you will be the first point of contact for our clients, providing timely and effective resolutions to their inquiries.This is an exciting opportunity to work in a fast-paced environment, collaborating closely with...

  • Customer Support Representative

    2 days ago

    Cebu City, Philippines Arcanys Ltd Full time

    About Arcanys Arcanys launched in 2010 to help entrepreneurs and innovators from Australia, Europe and other parts of the globe accelerate their software development with dedicated remote engineers from the Philippines. Why work with us? There’s a unique spirit to Arcanys—manifested in our amazing talents, passion for technology, and a strong focus on...

  • Customer Support Representative

    1 week ago

    Cebu City, Central Visayas, Philippines beBeeCustomerSupport Full time ₱1,500,000 - ₱2,000,000

    Customer Support Representative\We are seeking a skilled Customer Support Representative to join our team. As a key member of our support team, you will be responsible for providing top-notch customer service via chat, email, or phone.\Your primary focus will be on responding to customer inquiries in a professional and friendly manner, addressing their...

  • Customer Support Representative

    6 days ago

    Cebu City, Central Visayas, Philippines ECLARO Full time ₱900,000 - ₱1,200,000 per year

    **Role Title: Customer Support RepresentativeECLARO: A quick Summary**ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges...

  • Customer Support Representative

    5 days ago

    Cebu City, Philippines Talent Outsourcing Channel Solutions Full time

    Customer Support Representative - With Experience Join to apply for the Customer Support Representative - With Experience role at Talent Outsourcing Channel Solutions Customer Support Representative - With Experience 1 week ago Be among the first 25 applicants Join to apply for the Customer Support Representative - With Experience role at Talent...