Tech Support Specialist
Posted 21 days ago
You'll complete your application on Catena's career site.
About the Role
This organization specializes in linking high-caliber remote talent from Latin America and the Philippines with businesses in sectors such as finance, healthcare, and real estate. By providing comprehensive managed services—such as compliance, training, and payroll—or direct hire solutions, the firm enables clients to construct reliable and high-quality distributed workforces. As a Tech Support Specialist, you will join a remote team in a high-velocity setting where you will tackle intricate technical problems. You will be tasked with handling support inquiries, resolving API and integration complications, and maintaining effective client communication. Because the team is currently undertaking a migration from Zendesk to Salesforce, this position is perfect for a detail-oriented professional eager to shape support workflows and assist with technical infrastructure development.
Requirements
- Minimum of three years of professional technical or customer support experience, with a background in escalating cases to engineering or Tier 2 teams.
- Competence in analyzing client API requests or payloads to locate formatting inaccuracies.
- At least six months of hands-on experience using Salesforce in a CRM or support capacity.
- Proven ability to process 20+ tickets daily in organized ticketing environments.
- Professional experience delivering live inbound phone support for clients located in the US.
- C1 level or higher English proficiency in both spoken and written formats.
- Capacity to adjust to recurring process updates and prior experience with documented platform migrations.
- Familiarity with JSON or XML data structures, knowledge of HIPAA regulations, and previous employment at a SaaS firm are desirable assets.
Responsibilities
- Provide initial technical assistance and navigate clients through troubleshooting steps.
- Determine if incoming reports are system bugs, configuration issues, or user mistakes.
- Handle 20 to 30 tickets daily while ensuring thorough documentation and prompt resolution.
- Manage roughly 10 inbound calls each day to assist US clients with technical queries using clear, accessible language.
- Prepare comprehensive case information and reproduction sequences for Tier 2 escalation.
- Monitor the status of active bug reports.
- Support the two-to-three-month migration process from Zendesk to Salesforce by leveraging your CRM knowledge to optimize support operations.
Benefits & Perks
- Salary commensurate with skills and experience.
- Fully remote work arrangement based in the Philippines.
- Full-time employees receive HMO coverage after completing three months of service.
- Paid time off provided according to company guidelines.
- Incentives and recognition programs based on CRM hygiene and reporting performance.
- Access to international industry expert mentorship, professional development materials, and global networking.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
Similar Jobs
Senior Shopify Plus Developer
Hunt St
We are looking for a Senior Shopify Plus Developer to work remotely from the Philippines. The position centers on advanced storefront development, theme tailoring, and sophisticated integrations, with a commitment to maintaining rigorous technical excellence and meeting project requirements. You will handle diverse client demands, ranging from ongoing operational maintenance and retainer engagements to comprehensive project deployments. You will serve as a primary technical authority, guiding projects through the full lifecycle from early estimation to final launch validation. Your role involves generating reliable projections, addressing technical issues, and ensuring tasks align with established budgets and scopes. Success requires consistent communication with internal teams and leads to manage project hurdles and risks. This role suits an expert developer comfortable in a decentralized agency setting. You are encouraged to use advanced AI development tools as part of our forward-thinking strategy and contribute to internal R&D initiatives. The position blends deep technical execution with project oversight, demanding high-quality coding standards and transparent collaboration with clients and management.
Freelance Website Developer, Graphic Designer
Pramira
We are looking for a multi-talented freelance Web Developer and Graphic Designer to work remotely. This position suits a creative expert who can integrate technical web work with superior visual design. Your main tasks include managing our WordPress presence to keep the site fast, secure, and attractive, while also creating various marketing materials. You will assist multiple departments by delivering custom design solutions that match our standards in the telecommunications and engineering sectors. This role provides great flexibility, as you can organize your own hours within a freelance structure. You will partner with our team to run marketing initiatives, keep branding consistent across all channels, and complete various digital and print production assignments. We need someone who can work autonomously, communicate effectively, and document their hours, making this a great fit for a self-driven person interested in varied project work.
Senior Art Director
Construct Digital
This agency focuses on building data-backed brand stories that produce tangible commercial success. Through a mix of artistic flair and sophisticated technical solutions, the firm drives growth in sales, lead acquisition, and ROI. The service offering includes data analysis, UX design, content marketing, and modern AI integration to optimize engagement and performance. As a Senior Art Director, you will work alongside creative technologists, planners, and strategists to deliver impactful solutions for clients throughout the Asia-Pacific territory. This pivotal position requires a blend of aesthetic leadership, hands-on production, and strategic guidance within an environment that promotes experimentation and continuous workflow improvement.