Technical Support & Operations Specialist
R
ReSparkSaaS, scrap metal recycling
Remote (Applicants Must Be Based in the Philippines), Monday to Friday, during U.S. business hours, with an occasional Saturday shift as business needs require.ContractMiddle
Salary7 USD per hour
Apply NowOpens the employer's application page
Job Details
- Languages
- Exceptional proficiency in English (at least C2 level)
- Experience
- At least 3+ years of experience in technical support, IT helpdesk, SaaS support, technical operations, or a related technical role. At least 1 year of experience working with a technology startup.
- Required Skills
- Google SheetsTechnical support
Requirements
- Have at least 3+ years of experience in technical support, IT helpdesk, SaaS support, technical operations, or a related technical role.
- Have at least 1 year of experience working with a technology startup.
- Have experience with the Windows operating system, remote desktop software, and software or IT programs such as Intercom.
- Demonstrate strong analytical, organizational, and attention-to-detail skills.
- Be comfortable working with spreadsheets, reporting, or operational data.
- Have exceptional proficiency in English at least at C2 level and excellent written communication skills.
- Hold a bachelor’s degree or higher.
- Be highly responsive, self-directed, and comfortable prioritizing competing requests in a remote environment.
- Be comfortable investigating discrepancies, identifying root causes, and using data to make informed decisions.
- Be willing to take initiative and improve workflows in an environment where processes may not always be clearly defined.
- Familiarity with Intercom, Pylon, and Google Sheets is preferred.
- Experience with reporting, dashboards, data quality, or operational analytics is preferred.
Responsibilities
- Investigate customer and operational issues using system information, configurations, data, and documentation to identify root causes and patterns.
- Maintain accurate operational and support data, track trends, identify inconsistencies, and surface actionable insights.
- Document issues, resolutions, and recurring patterns.
- Partner with Customer Success, Engineering, and other teams to improve processes and support resources.
- Own problems from investigation through resolution as systems and processes evolve.
- Respond to customer inquiries through Intercom, Pylon, email, and other support channels, resolving Tier 1 issues.
- Troubleshoot software, hardware, account, configuration, and connected-device issues.
- Escalate complex problems to the appropriate internal teams.
- Build knowledge of ReSpark’s software, customer workflows, and scrap metal recycling operations to diagnose and resolve issues.
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