Offshore Customer Support Specialist

1 week ago

Work from Home, Philippines TRNSACT Full time ₱300,000 - ₱600,000 per year

About TRNSACT

TRNSACT is transforming the equipment finance industry by delivering smart technology for equipment suppliers and commercial truck dealers. Our platform streamlines the financing process, providing a faster, more transparent, and customer-friendly experience for both dealers and their customers.

We're growing fast and are looking for a highly motivated Customer Support Specialist to join our offshore team and help us continue delivering empathetic, solution-focused support to our valued partners.

Position Overview

As a Customer Support Specialist, you'll be the first point of contact for TRNSACT's customers, many of whom rely on us for mission-critical operations. We're looking for someone who brings not just technical know-how, but a high level of empathy, patience, and professionalism to every interaction.

You'll work closely with our Program Manager and Engineering team to troubleshoot issues, resolve support tickets submitted via Jira, and ensure customer concerns are heard, understood, and addressed effectively.

This is a remote, offshore role ideal for someone with excellent English communication skills, a customer-first mindset, and the ability to work in a fast-paced SaaS environment.

Key Responsibilities

● Monitor and respond to customer support tickets via Jira in a timely, empathetic, and professional manner.

● Treat each support request as an opportunity to reassure and assist the customer—not just to solve a problem, but to make them feel supported.

● Troubleshoot product issues and escalate technical challenges to Engineering when needed.

● Collaborate daily with our U.S.-based Program Manager to align on priorities, handoffs, and timely resolutions.

● Contribute to our internal knowledge base to help streamline future support efforts.

● Proactively identify recurring issues and share customer feedback to help drive product and process improvements.

● Ensure a smooth, positive, and human experience in every customer interaction.

Qualifications

● 2+ years of experience in a customer support or helpdesk role, ideally within a SaaS or tech company.

● A strong sense of empathy and a genuine desire to help people—our customers need to feel heard, not just helped.

● Excellent written and verbal English communication skills.

● Experience using Jira, Zendesk, Freshdesk, or similar ticketing systems.

● Solid technical troubleshooting skills and the ability to explain complex topics in simple, clear language.

● Highly organized, self-driven, and comfortable working independently.

Experience supporting U.S. clients or working in fintech/equipment finance.

Job Type: Full-time

Benefits:

  • Flextime
  • Work from home

Work Location: Remote

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