Technical Support Representative

SupportNinjaB2B SaaS

100% remote work setup anywhere in the Philippines., 9:00 AM–9:00 PM ETFull-TimeEntry

Salary not disclosed

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Job Details

Experience: At least 6 months of experience in a dedicated technical support role.
Required Skills: SaaSSlackZendeskTroubleshootingTechnical supportCRM

At least 6 months of experience in a dedicated technical support role.
Direct, hands-on experience supporting B2B SaaS platforms.
Excellent verbal and written communication skills with the ability to explain technical solutions to a non-technical audience.
Foundational to proficient understanding of SaaS platforms and basic technical troubleshooting.
Strong problem-solving skills and the ability to manage multiple support tickets simultaneously in a fast-paced environment.
Prior experience using Zendesk and Slack (preferred).
Hands-on experience documenting customer interactions within a CRM system (preferred).
Familiarity with email marketing tools, audience segmentation, or content management settings (preferred).

Deliver Tier 1 technical assistance directly to B2B customers exclusively via live chat and email.
Guide clients on platform functionality, including configuring audiences, newsletters, images, and other core product features.
Resolve 'how-to' questions and platform usage inquiries using knowledge bases and client documentation.
Manage support queues on Zendesk, handling routine queries independently while accurately routing complex issues to internal Tier 2 teams.
Document all customer interactions and technical details in a CRM system, following up post-resolution to verify customer satisfaction.
Coordinate with colleagues on Slack and raise recurring customer feedback to internal product and engineering teams.
Consistently meet or exceed targeted KPIs, performance metrics, and Service Level Agreements (SLAs).

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