Technical Support Representative I (SaaS)
New
S
SupportNinjaSaaS support
Source API remote eligibility restrictions: PhilippinesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience in technical support or a related customer-facing role.
- Required Skills
- SalesforceMicrosoft OfficeGoogle WorkspaceZendeskTroubleshootingTechnical supportCustomer support
Requirements
- Have 2+ years of experience in technical support or a related customer-facing role.
- Have experience supporting web-based and mobile applications.
- Bring strong troubleshooting and critical-thinking abilities.
- Be comfortable navigating multiple software platforms and learning new technologies quickly.
- Have strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Be able to analyze trends and communicate actionable recommendations.
- Experience supporting SaaS or digital healthcare products is preferred.
- Familiarity with CRM or support platforms such as Zendesk, Salesforce, or similar tools is preferred.
- Experience supporting billing, subscriptions, or account management is preferred.
- Working knowledge of Microsoft Office or Google Workspace is preferred.
- Knowledge base management and mobile app troubleshooting for iOS and Android are preferred.
Responsibilities
- Respond to customer inquiries through email and other support channels while meeting established service level agreements.
- Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms.
- Provide clear, empathetic guidance to help customers resolve issues.
- Own customer concerns from initial contact through resolution and escalate when appropriate.
- Monitor support trends and identify recurring customer pain points, technical issues, and process gaps.
- Communicate meaningful insights to Product, Engineering, and internal stakeholders.
- Partner with teammates to share knowledge, improve documentation, and maintain consistent support practices.
- Contribute to internal knowledge articles and support resources.
- Identify opportunities to streamline workflows and improve support operations.
- Help refine support processes, templates, and customer communications.
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