Technical Support Representative III (SaaS)
New
S
SupportNinjaSaaS support
Source API remote eligibility restrictions: PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in technical support or a related customer-facing role.
- Required Skills
- SalesforceZendeskTroubleshootingTechnical supportCustomer support
Requirements
- Have 3+ years of experience in technical support or a related customer-facing role.
- Have experience supporting web-based and mobile applications.
- Bring strong troubleshooting, critical-thinking, and problem-solving abilities.
- Be comfortable navigating multiple software platforms and learning new technologies quickly.
- Have strong organizational skills and the ability to manage multiple priorities.
- Be able to analyze trends and communicate actionable recommendations.
- Have demonstrated experience creating and maintaining SOPs, process documentation, or operational playbooks.
- Have experience managing or maintaining internal knowledge bases or documentation repositories.
- Preferred: experience supporting SaaS or digital healthcare products, or working with healthcare professionals or healthcare technology.
- Preferred: familiarity with CRM or support platforms such as Zendesk, Salesforce, or Freshdesk.
- Preferred: experience with billing, subscriptions, account management, Microsoft Office, or Google Workspace.
- Preferred: experience in knowledge management, process improvement, workflow automation, or support-team training and mentoring.
Responsibilities
- Respond to customer inquiries through email and other support channels while meeting established SLAs.
- Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms.
- Guide customers through resolving issues and own concerns through resolution, escalating when appropriate.
- Monitor support trends and communicate customer insights to Product, Engineering, and internal stakeholders.
- Partner with teammates and cross-functional stakeholders to share knowledge and maintain consistent support practices.
- Provide customer impact feedback during product launches, incidents, and service updates.
- Develop, document, and maintain SOPs and support processes.
- Create, update, and organize internal knowledge-base documentation and customer-facing support content.
- Identify opportunities to streamline workflows, automate repetitive tasks, and improve operational efficiency.
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