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