Technical Support Representative – SaaS

3 weeks ago

Pagadian, Zamboanga Peninsula, 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 Support Representative to join the client's team and provide exceptional customer service to their clients and partners.

In this role, you will support clients by troubleshooting a wide range of issues and errors, interacting directly with operating systems and software to provide updates and patches.

Main Responsibilities

  • Provide daily support to B2B clients regarding order issues, including answering questions, analyzing problems, and delivering timely solutions to restore system operations.
  • Communicate clearly and effectively with clients, colleagues, and management to resolve issues promptly and ensure client satisfaction.
  • Maintain detailed records of daily interactions with clients, reported issues, and solutions provided, along with any necessary follow-up actions.
  • Create and implement communication cadences with clients to ensure issues are resolved in a timely manner.
  • Perform other ad hoc tasks assigned by management.

Requirements

  • 1+ year(s) of experience in B2B customer support or technical support roles within global SaaS companies.
  • Strong written and verbal communication skills in English.
  • Tech-savvy and eager to develop technical skills.
  • Proficiency in Excel is a plus.
  • Professional, composed, and adaptable in all circumstances.
  • Ability to identify problems quickly, develop solutions, and execute troubleshooting steps efficiently.
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