Technical Support Representative

2 weeks ago

Manila, National Capital Region, Philippines Somewhere Full time

Position: Technical Support Representative (Tier 1)

Working hours/Shift: Full-time,  9:00pm-5:00am PHT (5:00am-1:00pm PST) or 5:00am-1:00pm PHT (1:00pm-9:00pm PST)

Salary Range: USD 1500/ month depending on experience

About the Position:

We are seeking to engage a highly qualified Technical Support Representative (Tier 1) to advance its mission of democratizing user research, thereby empowering businesses to engage more effectively with their customer base and ensure the development of desirable software solutions. This position entails providing customer support through email and live chat channels, as well as addressing a wide array of inquiries pertaining to our company.

Responsibilities

Reporting directly to the Customer Support Lead, the successful candidate will serve as an integral team member, delivering essential technical support to customers, and ensuring a superior service experience. 

Key responsibilities 

Responding to support requests via email and chat, Investigating, troubleshooting, and replicating customer-reported issues, Composing detailed bug reports and feature requests, and Collaborating closely with the product, engineering, and customer success teams to promptly resolve customer issues. The selected individual will join a close-knit team and will have the opportunity to contribute to team processes and culture, as well as directly impact the company's growth and success. The company prioritizes customer satisfaction, viewing each interaction as an opportunity to enhance the customer experience. The role seeks a candidate who is eager to contribute to a foundational team driving rapid growth.

Desired Qualifications

 The organization seeks an individual with substantial experience in customer support or success, particularly within an SMB or SaaS startup context. To excel in this role, candidates should possess the following qualifications: 3–5 years of experience in customer-facing roles (support, success, or sales), with proficiency in English communication via email and chat, An empathetic and problem-solving approach, coupled with intellectual curiosity, Robust troubleshooting skills and meticulous attention to detail,A proactive mindset, demonstrating ownership and adherence to honesty and integrity, Experience with ticketing and product management tools such as Pylon or Linear, and Familiarity with debugging tools or fundamental technical concepts (e.g., browser dev tools, logs).

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