Technical Support Specialist

Magic, Inc

Customer Support Specialist providing technical support for a SaaS platform for short-term rental management. Addressing technical issues through live chat, email, and phone support.

Posted 7/21/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-Level💰 $3 - $5 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support, particularly through live chat, with a focus on troubleshooting SaaS platforms and enhancing customer experience. Proficient in adjusting communication styles to meet diverse customer needs while maintaining professionalism.

Highest-signal resume keywords

Technical Support ExperienceLive Chat CommunicationProblem-Solving SkillsSaaS Platform SupportCustomer Interaction Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingCalendar SyncingChannel IntegrationsAI Auto-Replies SetupDynamic Pricing FeaturesDirect Booking FeaturesCRM/Ticketing SystemsIssue DiagnosisSystem Bug DocumentationOmni-Channel Support

Soft Skills

Exceptional Communication SkillsAttention to DetailProactive CommunicationAdaptabilityCultural Fit

Industry Keywords

Short-Term Rental ToolsHospitality ToolsInternational Client SupportEnglish-Speaking Markets

About the role

Key responsibilities & impact

Respond to customer inquiries through live chat with professionalism and speed
Provide technical troubleshooting for product features, integrations, and platform functionality
Handle phone and email support requests when needed to ensure comprehensive coverage
Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems
Document recurring issues and system bugs, escalating them to appropriate internal teams
Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers
Maintain a professional yet personable tone across all customer touchpoints
Follow internal support procedures and quality guidelines to deliver consistent service
Meet or exceed quality standards set by internal teams and client assessments

Requirements

What you’ll need

Minimum 2 years of experience in technical support with live chat as a primary channel (omni-channel support experience required)
Native-level English proficiency (C2) with exceptional written and verbal communication skills
Proven ability to adjust tone and communication style based on customer context—from professional to personable
Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues
Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams
Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)
Experience working with international clients or English-speaking markets (nice to have)

Benefits

Comp & perks

Paid time-off
13th month pay
HMO benefits
Payment is made via Deel