Technical Support & Operations Specialist
New
A
Anavah TalentTechnology; 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
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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 SheetsTroubleshootingTechnical 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 prior work experience with Windows, remote desktop software, and other software or IT programs such as Intercom.
- Demonstrate exceptional proficiency in English (at least C2 level) and excellent written communication skills.
- Bring strong analytical, organizational, and attention-to-detail skills.
- Be comfortable working with spreadsheets, reporting, or operational data.
- Be self-directed, responsive, and able to prioritize competing requests in a remote environment.
- Hold a bachelor’s degree or higher.
- Preferred: familiarity with Intercom, Pylon, and Google Sheets.
- Preferred: experience with reporting, dashboards, data quality, or operational analytics.
Responsibilities
- Investigate customer and operational issues by reviewing 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.
- 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, escalating complex problems to internal teams.
- Build knowledge of the company’s software, customer workflows, and scrap metal recycling operations to diagnose and resolve issues.
- Take ownership of problems from investigation through resolution and help build a reliable support and operations function.
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