Technical Support Specialist

About Brainbox

Brainbox is different from every other BPO. It's not just the amazing culture, strong brand, loyal customers, and talented staff - it is deeper than that. The Brainbox core value of 'Always Be Kind' is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do aims to provide people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love what they do and become the best versions of themselves.

We are seeking a skilled and customer-focused Technical Support Specialist to provide exceptional service to our Australian clients. This role involves resolving technical issues, guiding users through troubleshooting steps, and ensuring a seamless customer experience in a Software-as-a-Service (SaaS) environment. A basic understanding of software development concepts will be an advantage, enabling you to collaborate effectively with developers and escalate issues with clear technical insight.

Key Responsibilities

• Provide timely and professional technical support to Australian clients via email, chat, and phone.
• Troubleshoot software, account, and configuration issues in a SaaS environment.
• Diagnose problems by gathering relevant technical details, replicating issues, and suggesting solutions.
• Collaborate with the software development team to escalate and resolve complex issues.
• Assist clients in understanding and using product features effectively.
• Maintain accurate records of support cases, resolutions, and follow-ups in the helpdesk system.
• Contribute to the creation and updating of user guides, FAQs, and troubleshooting documentation.

Qualifications

• Proven experience in a technical support or helpdesk role, preferably in a SaaS environment.
• Good understanding of web technologies, APIs, and cloud-based applications.
• Basic knowledge of software development principles (e.g., HTML, CSS, JavaScript, or database concepts) is an advantage.
• Strong problem-solving and analytical skills with attention to detail.
• Excellent communication skills in English, both written and verbal, with the ability to explain technical information clearly to non-technical users.

Perks

• Attractive and competitive salary
• Tenure-based and Performance-based incentives
• Paid time off
• Unlimited cash incentives for hired referrals
• Engagement and Recognition programs
• HMO on day 1
• Work-life balance with a 37.5h week and free weekends
• International career growth and clients
• Opportunities to travel abroad
• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants
• Fun and inclusive working environment and great working culture
• Dedicated local support with local Management, HR, onboarding, payroll, and ICT
• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and practical tests.

This position is an onsite role at our Pampanga office. Candidates must be willing to work on-site.

Work location: Sto. Domingo, Angeles City (across Sacred Heart Medical Center)

Job Type: Full-time

Ability to commute/relocate:

• Angeles City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your notice period?
• What is your desired salary?

Experience:

• Technical Support: 2 years (Preferred)
• software/application development: 1 year (Preferred)

Work Location: In person