Technical Support Engineer - APAC
New
N
NooksB2B SaaS
PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- SalesforceRESTful APIsNetworkingTroubleshootingTechnical supportHubSpotSlack
Requirements
- 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms.
- Demonstrated success providing support through Slack, live chat channels, and email.
- Proficient in real-time troubleshooting, including video conferencing and remote access.
- Excellent written and verbal communication skills.
- Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.
- Proven ability to work independently and manage multiple tasks efficiently.
- Familiarity with API troubleshooting and/or tools such as Postman.
- Technical experience with tools such as Salesforce, HubSpot, Outreach, Salesloft, etc.
- Experience in Windows or Mac administration.
- Experience of telephony, VoIP, and network troubleshooting.
- Experience writing/editing customer-facing Help Center articles.
Responsibilities
- Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
- Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
- Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.
- Identify patterns in support requests to address root causes, anticipate user needs, and improve the product.
- Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions.
- Collaborate closely with engineering, product, and customer success teams to streamline processes.
- Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base.
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