SaaS Application Support

Transforming Learning, Empowering Futures

Our client is
a forward-thinking leader in the education industry,
dedicated to designing, developing, and delivering world-class learning solutions. With a focus on innovation, technology, and collaboration, they help institutions and learners achieve success on a global scale. By joining their team, you'll play a vital role in shaping the future of education while advancing your international career opportunities.

Job Description

As
SaaS Application Support,
you'll deliver top-notch technical support, manage tickets, troubleshoot issues, and ensure client satisfaction while strengthening global partnerships in the education sector.

Job Overview

Employment type: Full-time

Shift: Day Shift (7:30AM-4:30PM PHT), Weekends Off

Work setup: Onsite, Ortigas

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit
  
  )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree
  in
  Computer Science, Information Technology,
  or a related field
• Minimum
  4 years of experience
  supporting
  software or SaaS products
  in a technical support role
• Minimum
  4 years of hands-on experience
  using
  Zendesk
  and
  Jira
  (or similar ticketing systems)
• Minimum
  4 years of experience
  handling
  inbound and outbound support calls
• Familiarity with support tools such as Zoom, Microsoft Teams, and others
• Proven ability to troubleshoot and communicate technical issues effectively via phone and email
• Strong understanding of the
  Software Development Life Cycle (SDLC)
• Excellent communication and interpersonal skills
• Experience with SQL is a plus

Non-Negotiable Skills & Attributes:

• Fluent written and verbal English communication
• Outstanding customer service and phone etiquette
• Ability to convert vague client queries into well-defined technical requirements
• Collaborative team player who works well across departments
• Organised and self-driven, able to prioritise and meet deadlines in a dynamic environment

Your Daily Tasks
Zendesk Ticket Management

• Triage incoming tickets and categorize them into:
• How-To Questions: Respond with guidance, provide documentation, or escalate if unclear
• Incidents/Bugs: Replicate, log in Jira, ensure resolution, conduct testing, and update clients
• Customisation Requests: Handle simple to medium complexity issues or escalate to appropriate team members
• Monitor and follow up on all open and pending tickets
• Coordinate with internal teams (e.g., Accounts, Development) for resolutions and approvals

Inbound & Outbound Customer Communication

• Respond to inbound customer phone calls promptly and professionally
• Make outbound calls to follow up on tickets, clarify requirements, or resolve ongoing issues
• Maintain a high standard of verbal communication to ensure clarity, empathy, and customer satisfaction
• Log phone conversations and outcomes accurately in Zendesk

Customer Success & Relationship Management

• Manage escalations, complaints, and customer dissatisfaction issues
• Build trusted, long-term relationships with clients
• Serve as the voice of the customer by relaying insights and recurring issues to internal teams

Template Task Management

• Gather customer requirements for template customisation
• Draft technical briefs and coordinate client approvals
• Ensure timely delivery aligned with client expectations

Testing & Documentation

• Conduct thorough testing of fixes and customisations
• Log test outcomes with screenshots or detailed test cases

Knowledge Base & Upskilling

• Contribute to and update internal knowledge repositories (Zendesk, Confluence)
• Dedicate 1 hour daily to ongoing learning and product knowledge improvement

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as
one of the Top 20 Dream Companies of Filipinos in 2024
, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra