Remote Tech Support Specialist
New
P
Pearl TalentHealthcare Technology
Central Luzon, Philippines. Central Visayas, Philippines. Western Visayas, Philippines. Eastern Visayas, Philippines. Davao Region, Philippines. Northern Mindanao, Philippines, PST | 7:00 AM – 4:00 PM, Sunday to ThursdayFull-TimeMiddle
SalaryCompetitive Salary: Based on experience and skills
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Job Details
- Languages
- C1+ English (CEFR)
- Experience
- 3+ years
- Required Skills
- SalesforceJSONZendeskTechnical supportCRMCustomer support
Requirements
- 3+ years in customer or technical support, including time with Tier 2 or engineering escalations.
- Hands-on experience troubleshooting API or integration issues.
- Salesforce experience in a support or CRM context (6+ months).
- Experience managing 20+ tickets daily in a structured ticketing system like Zendesk or Salesforce Service Cloud.
- Inbound phone support experience with US-based clients.
- Documented experience adapting to platform migrations or frequent process changes.
- C1+ English (CEFR) proficiency.
- Ability to work Sunday to Thursday on a PST schedule.
Responsibilities
- Review client-submitted API payloads and requests to identify missing or incorrectly filled fields.
- Run first-line troubleshooting steps and guide clients through resolution walkthroughs.
- Classify each issue as a bug, user error, or configuration problem.
- Package complete context and replication steps for Tier 2 escalation.
- Manage 20–30 tickets daily with clear, professional written responses.
- Maintain accurate ticket hygiene in Salesforce.
- Resolve technical questions in real time over the phone with US-based clients.
- Support company-wide transition from Zendesk to Salesforce.
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