Technical Support Associate
New
R
ReadyOnWorkforce management software
Remote (Philippines Only)Full-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Strong written English communication skills.
- Required Skills
- SaaSGoogle WorkspaceZendeskCustomer support
Requirements
- Strong written English communication skills.
- A genuine interest in technology, troubleshooting, and customer support.
- Attention to detail and the ability to follow processes carefully.
- Ability to stay calm, professional, and organised when handling client issues.
- Curiosity and willingness to learn tools, systems, and technical concepts, including workforce management software and enterprise platform configurations.
- Problem-solving skills and the ability to ask questions when something does not work as expected.
- Ability to manage time effectively and take ownership of assigned work.
- Comfort working remotely and communicating with a distributed team.
- Previous experience in customer support, technical support, BPO, SaaS, or helpdesk environments is helpful but not required.
- Experience using Zendesk is a nice to have.
- Basic understanding of SaaS products, web applications, or mobile applications is a nice to have.
- Experience with session replay tools such as FullStory, reading logs, or Slack and Google Workspace is a nice to have.
Responsibilities
- Investigate reported issues across scheduling, shift management, workforce configuration, and integrations using available tools and troubleshooting steps.
- Ask clients clear follow-up questions to gather the information needed to investigate issues.
- Document findings, actions taken, and next steps in support tickets.
- Escalate complex or technical issues to Support, Engineering, Product, or other internal stakeholders with appropriate context and urgency.
- Keep clients updated throughout the resolution process.
- Follow support processes, macros, and escalation guidelines, and help improve them when needed.
- Identify recurring issues and process gaps and share patterns with the team.
- Contribute learnings and improvements to internal documentation.
- Collaborate with Engineering, Product, Customer Success, and other internal teams to resolve client issues.
- Support the Head of Global Support in building a scalable Support function.
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