Technical Support Representative – B2B SaaS
Posted 1 month ago
You'll complete your application on SupportNinja's career site.
About the Role
In this position, you will act as a Tier 1 technical support agent, assisting B2B clients through email and live chat channels. You will help users navigate the platform, specifically focusing on configuring tools such as newsletters and audience management. Your daily tasks include answering user questions using internal knowledge bases, managing Zendesk ticket queues, and escalating advanced technical problems to Tier 2 staff. You will also maintain accurate records of all client communications in a CRM, perform follow-ups to verify service quality, communicate with coworkers on Slack, and report common user feedback to the product and engineering departments while maintaining adherence to performance standards and service level agreements.
Requirements
- Minimum of six months of specialized technical support background, ideally involving business-to-business software services.
- Superior verbal and written communication abilities to translate technical concepts for non-technical users.
- Solid understanding of software-as-a-service environments and fundamental troubleshooting skills.
- Strong aptitude for solving problems and managing a high volume of support requests in a rapid work setting.
- Previous experience with Slack, Zendesk, and CRM-based documentation is highly desirable.
- Knowledge of audience segmentation, content management settings, or email marketing platforms is considered a plus.
- Availability to work from Monday to Friday, 9:00 AM to 9:00 PM Eastern Time.
- Must be located in the Philippines, capable of working remotely, and able to supply your own computer equipment.
Responsibilities
- Provide high-quality Tier 1 technical support to business-to-business software clients.
- Help customers understand platform capabilities and successfully configure various features.
- Efficiently manage support queues by resolving standard inquiries and escalating intricate cases to secondary support teams.
- Record all technical details and customer interactions within the designated CRM platform.
- Conduct post-resolution follow-ups to ensure that the customer remains satisfied with the provided solution.
- Coordinate with your team via Slack to maintain a consistent and professional support environment.
- Channel recurring product feedback to the appropriate engineering and product departments.
- Consistently hit predefined key performance indicators and service level targets.
Benefits & Perks
- Immediate access to Health Maintenance Organization (HMO) coverage starting from your first day.
- Dependent health coverage benefits, starting with one dependent upon regularization and a second after completing one year of tenure.
- Comprehensive life insurance policy.
- Retirement Savings Program featuring employer matching contributions.
- Paid Time Off policy designed to support work-life balance.
- Dedicated leave provided for your birthday.
- Fully remote work arrangement for residents of the Philippines.
- Predictable Monday through Friday schedule aligned with Eastern Standard Time.
- Support for a Bring-Your-Own-Device (BYOD) work model.
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.
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