Staff Domain

Customer Support Specialist – SaaS Background

Staff Domain

full-time

Posted on:

Location Type: Hybrid

Location: Ortigas • 🇵🇭 Philippines

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • You’ll be the front-line responder for handling all technical customer phone calls, emails queries and online chat functionality.
  • Manage all technical customer issues through the support ticket system and follow them through to satisfactory completion.
  • Perform preliminary problem diagnosis from customer feedback.
  • Investigating and resolving any technical and non-technical problems that arise with the software as identified by internal stakeholders.
  • Work and coordinate with key internal stakeholders in all areas including sales, success, marketing, product and engineering.
  • Assist in program and sales issues as they arrive.
  • Test sample datasets to check that the program works as intended.
  • Evaluate and increase the program's effectiveness through feedback to the Engineering team.
  • Document technical knowledge in the form of Help Centre content and articles, including video and product images.
  • Undertake additional admin duties as and when required (within reason).

Requirements

  • Bachelor's degree in Computer Science, Information Technology, Business, or a related field is preferred.
  • Minimum 3 years’ experience in a customer support or similar role in the software industry.
  • Experience managing customer relationships, with a proven ability to resolve technical issues.
  • Ability to write and edit both internal and external product documentation.
  • Familiarity with SaaS, workflow systems, or cloud-based software preferred.
  • Experience with tax NZDits and resolving tax-related issues.
  • Commitment to continuous learning and professional development.
  • Excellent communication skills, both verbal and written.
  • Strong attention to detail, especially in written documentation.
  • Ability to balance multiple priorities and meet support KPIs.
  • Understanding of product technology, including web and mobile standards.
  • Proactive problem-solving and initiative in process improvements.
Benefits
  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
  • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
  • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
problem diagnosistechnical issue resolutioncustomer supportdocumentation writingSaaSworkflow systemscloud-based softwaretax-related issue resolutionprogram effectiveness evaluationdata testing
Soft skills
communication skillsattention to detailproactive problem-solvinginitiativeability to balance prioritiescustomer relationship managementcontinuous learningteam coordinationadministrative skillsfeedback incorporation
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information TechnologyBachelor's degree in Business