SaaS Technical Support Specialist

21 hours ago

Batangas, Calabarzon, Philippines beBeeCustomer Full time $40,000 - $60,000

Job Summary

We're seeking a detail-oriented Technical Support Specialist to join our team in providing seamless customer support for SaaS applications.

This role involves working closely with our clients to resolve technical issues, provide troubleshooting guidance, and ensure timely resolutions.

The ideal candidate will possess excellent communication skills, a strong understanding of modern SaaS tools, and the ability to work independently in a fast-paced environment.

About the Role

  • Provide round-the-clock technical support for provisioning and deprovisioning of employee user accounts in SaaS environments
  • Monitor our in-house ticketing system during assigned shifts, following clear runbooks and recording complete evidence for every action
  • Execute only the defined steps in the runbook, pausing and escalating if anything is unclear or out of scope
  • Log every action with notes, request links, and screenshots or other evidence in the system of record
  • Meet service levels for first response and resolution by request type
  • Maintain reliable shift coverage, completing clean handoffs with pending items and owners

Responsibilities:

  • Support Management
    • Manage incoming support requests from customers via phone, email, or chat
    • Escalate complex issues to senior support specialists as needed
  • SaaS Operations
    • Perform user access provisioning, deprovisioning, and changes for SaaS applications
    • Monitor and troubleshoot issues related to SaaS application integrations
  • Process Improvement
    • Analyze customer feedback and use it to improve support processes and procedures
    • Develop and implement new support scripts and knowledge base articles

Requirements:

  • 1+ years of experience in SaaS technical support, IT helpdesk, or customer service (ideally supporting U.S./EU clients)
  • Strong English communication skills – both written and verbal
  • Familiar with modern SaaS tools (e.g., G Suite, Slack, CRMs, Jira, etc.)
  • Comfortable managing user access for SaaS applications (i.e. Figma, Miro, Salesforce, Slack, and so on)
  • Strong attention to detail and consistent process discipline
  • Reliable and steady during low activity periods with strong time management
  • Tech-curious and proactive in learning new tools, updates, and processes

Benefits

We Offer: Competitive Salary, Opportunities for Professional Growth, Flexible Work Schedule, and Collaborative Team Environment

Other Information

Please note that this is a shift-based role in a remote setup for a global tech startup. If you are a motivated individual with a passion for delivering exceptional customer support, we encourage you to apply.

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