Customer Support Representative with Programming/IT experience

4 hours ago

Pasig, National Capital Region, Philippines Virtua Solutions Outsourcing Full time ₱250,000 - ₱500,000 per year

About the Role

Are you passionate about technology and helping customers succeed? Join our team as a Technical Support Agent / Customer Support Representative for Talon.One's innovative SaaS platform. If you have experience or knowledge in programming, coding, or development, this is your chance to apply your skills in a customer-facing role—solving real-world technical challenges and making a direct impact.

You'll be the go-to expert for our customers, troubleshooting software issues, and working closely with engineering and product teams. This is a great opportunity to grow your technical and communication skills in a dynamic, remote environment—with a team that values learning, collaboration, and customer success.

What You'll Do

  • Respond to customer inquiries and technical issues via email, chat, and phone, ensuring prompt and effective solutions.
  • Troubleshoot and diagnose software problems, using product knowledge, internal tools, and debugging techniques.
  • Collaborate with engineering and product teams to escalate and resolve complex technical issues.
  • Document customer interactions and technical solutions in a clear, organized manner.
  • Identify trends in customer issues and provide feedback to help improve product performance and user experience.
  • Contribute to our support documentation, knowledge base articles, and FAQs.
  • Stay updated on new features and platform enhancements to better assist customers.

What We're Looking For

  • Experience in technical support, preferably within SaaS or software companies.
  • Strong problem-solving and analytical skills—you enjoy digging into technical challenges and finding solutions.
  • Excellent communication skills, with the ability to explain technical concepts to non-technical users.
  • Experience or knowledge in programming, coding, or development (e.g., Python, JavaScript, or similar languages).
  • Familiarity with web technologies, APIs, Postman, and software development concepts.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.
  • Experience with customer support tools, PSQL, and ticketing systems is a plus.
  • Comfortable working rotating 24/7 shifts (EST).

Nice-to-Have

Experience with paid social media advertising is a bonus, but not required.

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