Software Support Specialist

3 days ago

Pasig, National Capital Region, Philippines Staff Domain Inc. Full time
Setup and Location: Onsite - Ortigas
Work Schedule: 9:00 AM – 6:00 PM GMT | 5:00 PM – 2:00 AM PHT
Employment Type: Full-Time

Ready to do work that actually excites you?
We are seeking a Remote Software Support Specialist to provide first-line and second-line support for our UCool+ remote monitoring hardware and software platform. This role is a hybrid of customer-facing software support (virtual) and backend administrative operations, supporting both our customers and internal teams.

This position is ideal for someone with 2–4 years' experience in software or SaaS support, who is highly organised, technically confident (but not a developer), and comfortable working independently in a remote environment.

You will be a key point of contact for customers, ensuring issues are resolved efficiently while maintaining accurate system data and clear internal documentation.

What You'll Do
You'll be the kind of person who:

Customer Support & Troubleshooting
  • Act as the first point of contact for customer support enquiries via email and live chat
  • Provide clear, professional, and empathetic responses to customer questions and issues
  • Diagnose and troubleshoot software-related issues using documented processes
  • Guide customers step-by-step through solutions, ensuring clarity and confidence
  • Escalate unresolved or complex issues to engineering or product teams with full context
Platform Administration & Operational Support
  • Upload, update, and maintain customer, device, and configuration data within the software platform
  • Perform routine administrative tasks related to system setup, user access, and data accuracy
  • Support internal teams by ensuring platform information is up to date and correctly recorded
  • Carry out basic system checks and validation tasks as part of ongoing operations
Product & System Knowledge
  • Develop a strong working understanding of the UCool+ remote monitoring platform, including dashboards, alerts, user workflows, and device data
  • Answer "how-to" and best-practice questions confidently using product knowledge and documentation
  • Stay up to date with product updates and changes that may impact customers
Issue Tracking & Bug Identification
  • Accurately log, categorise, and prioritise support tickets
  • Identify recurring issues or potential software bugs
  • Document bugs clearly, including steps to reproduce, screenshots, and relevant data
  • Work closely with engineering teams to support investigation and resolution
Documentation & Continuous Improvement
  • Contribute to the creation and maintenance of internal documentation and customer-facing knowledge base articles
  • Provide structured feedback from customers to product and development teams
  • Support continuous improvement of support processes and materials
Day-to-Day Activities
  • Monitor and respond to incoming support tickets within agreed response times
  • Update internal trackers, ticketing systems, or CRM tools with case progress
  • Upload and validate data within the software platform
  • Follow troubleshooting guides to resolve common issues independently
  • Communicate clearly with customers regarding issue status and next steps
  • Prepare brief summaries of common issues, trends, or customer feedback
RequirementsWhat You Bring
We're looking for someone who:

Required Experience & Skills
  • 2–4 years' experience in a software support, technical support, or SaaS operations role
  • Experience supporting customers via email and live chat
  • Strong administrative skills with excellent attention to detail
  • Confident working with web-based platforms, dashboards, and online systems
  • Ability to troubleshoot systematically and follow documented processes
  • Excellent written English with a professional and customer-friendly tone
  • Comfortable working independently in a fully remote role
Nice to Have
  • Experience supporting IoT, monitoring, or hardware-enabled software platforms
  • Familiarity with support tools such as SalesForce, Jira, Zendesk or similar
  • Experience maintaining or contributing to knowledge bases or FAQs
  • Exposure to regulated environments such as healthcare, laboratories, or life sciences
Working Environment & Expectations
  • Fully remote position
  • Expected to work core hours aligned with UK business hours
  • Clear performance expectations around response times, ticket quality, and data accuracy
  • Training and onboarding provided, with an expectation of proactive, self-directed learning
BenefitsWhy You'll Love Working Here
  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more
Let's Talk
If you're thinking "this sounds like me"—it probably is. Click apply. We can't wait to meet you.

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