Adv. Customer/Technical Support Representative

Tech That Cares: Support Solutions That Make a Difference

Step into the SaaS industry where purpose and innovation intersect. Join a global tech team creating platforms that help nonprofits change the world. Here, your expertise fuels impact, your time is respected, and your career flourishes without the burnout. Build software success stories and a life you love beyond the screen.

Job Description

As an Advanced Customer/Technical Support Representative, you'll deliver outstanding service to users of innovative SaaS tools through email, chat, and phone support. You'll troubleshoot issues, collaborate with cross-functional teams, and ensure clients experience seamless, empowering interactions that reflect the heart of technology that helps communities thrive.

Job Overview

Employment type: Full-time

Shift: Night Shift, Weekends Off

Work setup: Onsite, Clark, Pampanga

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Fixed weekends off
• 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 )
• 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

• Minimum of 3 years' experience in Customer Service, Technical Support, or Application Support, with a passion for customer satisfaction
• Experience providing support for software applications or SaaS customers
• Experience with Salesforce, ZenDesk, Intercom, or similar CRM tools required
• Familiarity with any client products such as Salsa Labs, Network for Good, Every Action, Apricot, or ETO is a plus
• Proficiency or familiarity with a coding language such as HTML/CSS or SQL is advantageous
• Previous experience in teaching or training, including mentoring, tutoring, and/or software support is a plus
• Strong technical troubleshooting skills
• Ability to provide excellent administrative support to nonprofits
• Strong initiative and independence-able to research and troubleshoot proactively while knowing when to ask for support

Your Daily Tasks

• Master several software products to provide expert assistance
• Deliver exceptional customer support across email, chat, and phone channels
• Address customer inquiries promptly and professionally
• Identify, document, and escalate technical issues to internal teams as needed
• Ensure timely ticket escalation to appropriate departments
• Collaborate closely within the Customer Support team and across departments to meet customer needs
• Demonstrate strong communication, analytical thinking, and problem-solving skills
• Champion the mission of technology that empowers organizations to do good

About the Client

Empowering Changemakers Through Technology That Matters

Our client is a global software solutions leader helping nonprofits and social impact organizations drive meaningful change through technology. Their powerful SaaS tools support fundraising, volunteer management, and community engagement-empowering organizations to amplify their impact.

With a strong culture of empathy, collaboration, and innovation, they connect purpose-driven professionals across the world to help causes thrive. Joining their team means being part of a movement that combines technology with heart.

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