Technical Support Representative

Work From Home
Dayshift
Competitive Salary and Benefits

Discover your 100% YOU with us

Position: Technical Support Representative
Location: Eastwood, Libis Quezon City
Work setup & shift: Work from Home | Dayshift

Why join us?

You'll have:

Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

The Technical Support Representative plays a vital role in ensuring customers achieve success with our 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 troubleshooting issues while continuously developing knowledge and skills to enhance the overall client journey. The CSR is also responsible for contributing to product adoption, helping customers meet their business goals, and staying up to date on the latest product enhancements to better serve client needs.

Key Responsibilities:

Customer Support: Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues, and ensuring timely resolution of concerns.
Customer Education: Offer ongoing training and guidance on product features, updates, and best practices to help customers maximize the value of the SaaS platform.
Issue Escalation: Identify and escalate more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
Product Feedback: Gather and communicate customer feedback to the product development team to support continuous improvement and innovation.
Skill Development for Improved Service: Regularly engage in professional development to enhance skills and understanding of the product. This ensures you can provide deeper insights and more advanced solutions to customers, improving their overall experience.
Documentation & Knowledge Sharing: Maintain detailed records of customer interactions, including inquiries, resolutions, and opportunities for future engagement. Share knowledge and insights with the team to foster collective growth and improve client outcomes.
Continuous Learning & Knowledge Development: Stay informed on the latest product updates, industry trends, and customer success best practices. Use this knowledge to improve the customer experience and provide higher-quality, strategic support.

What You Need:
Non-negotiables

Minimum 2 years of experience in a Customer Success, Support, or Account Management role within a SaaS environment.
Proven experience in a customer-facing role. Strong ability to troubleshoot and resolve issues with a customer -focused approach.
Exceptional written and verbal communication skills, with the ability to simplify complex topics and adapt communication styles to diverse audiences.
Experience working across teams, such as product development, sales, and technical support, to ensure seamless customer experiences.

Preferred skills/expertise:

Experience with RMS Cloud PMS or other Property Management Systems
Experience in training, mentoring, or leading team members, including cross-functional or technical teams (e.g., support specialists, onboarding teams, or junior CSRs).