Technical Support Specialist

10 hours ago

Pasay, National Capital Region, Philippines Reliasourcing Full time ₱480,000 per year

WORK SET-UP:_ FULLTIME ON-SITE_

SUMMARY:

If you're passionate about being helpful, and supportive, focusing on customers, and having fun then we have the perfect opportunity for you. You will have the opportunity to represent our company by speaking directly with our rapidly growing base of happy customers. You will be educating, problem-solving, and most importantly delivering memorable and meaningful experiences while helping our small business customers realize the full potential of our platform.

PRIMARY RESPONSIBILITIES:

  • Serve as the first point of contact for customer inquiries via chat and email.
  • Provide Tier 1 support: basic troubleshooting, account assistance, and guided resolutions.
  • Provide Tier 2 support: advanced troubleshooting, incident investigation, and system-level diagnostics.
  • Assist with API integrations by guiding customers on setup, configuration, and troubleshooting errors.
  • Manage tickets through internal platforms (e.g., Zendesk, Freshdesk, JIRA, or ServiceNow), ensuring proper tagging, categorization, and timely resolution.
  • Collaborate with engineering and product teams to escalate complex technical issues.
  • Support e-commerce clients with order management, payment gateway issues, store integrations, and plugin functionality.
  • Document technical solutions, update internal knowledge bases, and contribute to workflow improvements.
  • Participate in product training and continuous learning to stay updated on system updates and API changes.

Requirements:

  • 1+ year(s) of experience in B2B customer support or technical support role in global SAAS companies
  • Knowledgeable in API integrations (REST, SOAP, webhooks) and troubleshooting connectivity/authentication issues.
  • Experience with ticketing systems and workflow management tools (Zendesk, Freshdesk, JIRA, ServiceNow, or similar).
  • Strong written and communication skills with fluent English
  • Tech-savvy & interested in learning technical skills
  • Excel experience is a plus
  • Driven demeanor with an ability to remain calm and professional in all circumstances
  • Ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
  • Monday-Friday - 09:00-18:00

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Ability to commute/relocate:

  • Pasay: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • How many years of experience do you have in SaaS?
  • How many years of experience do you have in B2B?
  • How many years of experience do you have in Technical support representative supporting tier 2?

Experience:

  • Technical Support Representative: 1 year (Required)

Language:

  • English (Required)

Work Location: In person

Application Deadline: 09/27/2025

Expected Start Date: 09/30/2025

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Benefits:

  • Paid training

Ability to commute/relocate:

  • Pasay: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Technical support: 1 year (Required)
  • api integrations: 1 year (Required)
  • customer service: 1 year (Required)
  • email support: 1 year (Required)
  • chat support: 1 year (Required)
  • ticketing: 1 year (Required)
  • workflows: 1 year (Required)

Willingness to travel:

  • 100% (Required)

Work Location: In person

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