Technical Support

2 weeks ago


cebu, Philippines TalentHero Full time

Shift: Mondays to Fridays, from 8AM to 5PM, CST Work Arrangement: Hybrid
Ideal Start Date: July 14 or Aug 1
Location: 4 W Geonzon St, Cebu City
Equipment: Provided by the company
Agreement: Individual Contractor (you will have to process your own taxes and other
government-mandated benefits)

Role Overview
We’re looking for a detail-oriented Technical Support & Implementation Specialist with experience
supporting payment processing tools and accounting software. This person will be the first line of
support for our customers — assisting with software installation and configuration, troubleshooting
payment issues, and resolving technical concerns related to accounting platforms like
QuickBooks, NetSuite, Sage, and other ERP tools.

What You’ll Do
• Guide customers through software installation, integration, and implementation steps
post-sale
• Serve as the frontline support for technical and customer support inquiries related to
payment processing, integrations, and technical issues
• Troubleshoot and resolve software issues related to our AR/AP platform, QuickBooks
Desktop (QBD) and Online (QBO), NetSuite, Sage, and other ERP/accounting systems
• Assist merchants with resolving issues related to credit card processing, payouts, and
QuickBooks Payments
• Document and escalate bugs, product issues, and complex cases to the appropriate
internal teams
• Maintain accurate case notes and provide regular updates to customers during issue
resolution
• Educate users on best practices to reduce recurring issues and improve usage of the
platform

What You’ll Bring
• 2+ years in a technical support or customer-facing role, preferably in SaaS or fintech
• QuickBooks Certification or QuickBooks ProAdvisor Certification (required)
• Working knowledge of accounting software: QuickBooks, QuickBooks Payments, QBO,
NetSuite, Sage, WBD, or similar
• Familiarity with payment gateways, merchant accounts, and the flow of funds
• Ability to break down complex technical issues into understandable terms for nontechnical users
• Strong written and verbal communication skills
• Experience using support ticket systems (Zoho, Zendesk, etc)


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