Technical Customer Support Specialist
New
C
CoconutSaaS Customer Support
Philippines, 9:00 AM to 5PM ESTFull-TimeMiddle
Salary$2150 monthly
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- TroubleshootingTechnical supportCRMSaaSZendesk
Requirements
- 2+ years in SaaS customer support, product support, or technical support
- Strong written and phone communication skills
- Comfortable troubleshooting software, account setup, permissions, integrations, and basic configuration
- Technical enough to diagnose and document problems
- Experience with Zendesk or similar ticketing systems
- Proficiency in English
Responsibilities
- Respond to customer issues by phone, email, and ticketing system
- Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug
- Resolve Tier 1/2 issues directly when possible
- Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed
- Own the support queue in Zendesk
- Keep customers updated so nothing disappears into a black hole
- Spot repeat issues and surface them to improve the product, onboarding, and help docs
- Contribute to FAQs and short walkthroughs
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