Technical Support Specialist

1 week ago

Taguig, National Capital Region, Philippines Rival Full time

At Rival, we're transforming how companies hire, onboard, and grow talent by making HR processes smarter, faster, and more agile. We enable organizations to simplify talent acquisition, modernize HR workflows, and accelerate workforce productivity.

The Technical Support Specialist provides expert-level technical assistance and exceptional service to Rival's SaaS customers. This role ensures timely issue resolution, promotes successful product usage, and fosters value-based customer relationships through proactive support and guidance. A strong focus on customer satisfaction and effective problem-solving is key to success in this role.

Your contributions to Rival will include:

  • Serving as a subject matter expert for assigned products, delivering high-quality support via phone, email, chat, or ticketing systems.
  • Diagnosing and resolving technical issues, escalating complex problems to Tier 2 or Engineering when necessary.
  • Guiding customers through product functionality, best practices, and issue resolution strategies.
  • Tracking and documenting customer interactions in Customer Relationship Management (CRM) system, including internal and external communications and steps taken to resolve issues.
  • Collaborating with cross-functional teams, including Product, Engineering, Security and/or Operations, to identify solutions and drive issue resolution.
  • Prioritizing and replicating customer-reported issues using appropriate test environments.
  • Identifying trends in customer issues and share insights with cross-functional teams.
  • Contributing to the development and continuous improvement of Support processes and documentation.
  • Adhering to defined Service Level Agreements (SLAs) and Support metrics.
  • Creating and maintaining knowledge base articles and technical support documentation on products.
  • Participating in special projects as assigned.

Required Skills

Required Qualifications:

  • Bachelor's degree or equivalent work experience in a technical or customer-facing role.
  • 2–4 years of experience in product or technical support, ideally in a SaaS or tech environment.
  • Excellent communication skills (verbal and written) with a customer-first mindset, with an emphasis on tone, structure, grammar, and spelling.
  • Familiarity with support tools like Jira, Salesforce, or similar ticketing systems.
  • Experience working with APIs, browsers, or data integrations.
  • Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

  • Experience supporting B2B software of cloud-based products.
  • Understanding of basic HTML/CSS or database queries (e.g., SQL)
  • Prior exposure to Agile development environments or product lifecycle management.

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