Technical Support Analyst
SuperStaff
full-time
Posted on:
Location Type: Remote
Location: Philippines
Visit company websiteExplore more
Salary
💰 ₱60,000 - ₱64,500 per month
About the role
- Assist customers directly: Provide first-level support by understanding their challenges, answering questions, and guiding them through resolution paths within the app.
- Troubleshoot issues: Investigate and resolve escalated cases related to app behavior, workflows, and data accuracy.
- Escalate complex cases: Partner with Engineering and Product by documenting issues, filing tickets, and escalating when needed.
- Be the customer’s advocate: Identify recurring issues or usability concerns and share feedback internally.
- Document solutions: Maintain and update knowledge base articles and internal playbooks to improve resolution speed.
Requirements
- 3-5 years in a customer support or technical support role (preferably SaaS but not required)
- Ability to translate technical issues into clear, actionable solutions for customers
- Familiarity with CRM or similar software environments (a plus but not required)
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 10% Night Differential
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learnings
- Night Shift
- Work from Home
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
customer advocacyproblem-solvingcommunicationdocumentationtechnical translation