Technical Support Specialist
Posted 11 days ago
You'll complete your application on Helm Operations's career site.
About the Role
This software provider specializes in maritime industry solutions, delivering a SaaS suite designed to manage maintenance, compliance, personnel, and logistics for operators across the globe. By leveraging innovative technology, the organization helps maritime businesses simplify operational complexities and improve efficiency, ensuring they remain compliant and functional. The team is hiring a Technical Support Specialist to deliver premium assistance to a global client base, tasked with managing technical inquiries and refining support processes.
Requirements
- Previous experience in technical support for SaaS or software products, with an emphasis on advanced investigation over basic scripting.
- Excellent English proficiency and a structured approach to troubleshooting, including the ability to isolate, replicate, and verify problems.
- Competency in using AI software for triaging, summarizing, and drafting responses, with a commitment to auditing AI output before sending it to clients.
- Strong judgment regarding issue escalation and the ability to work autonomously with minimal supervision.
- Availability to work Monday through Friday, 08:00 to 17:00 Philippine time, and participation in an on-call schedule.
- Background in maritime, operations, or logistics industries is preferred.
Responsibilities
- Deliver product support to international clients and partners via telephone, email, and ticketing systems.
- Resolve technical concerns within set service level agreements and adhere to a 30-minute response time for after-hours calls.
- Conduct deep investigations into live customer systems to accurately resolve issues rather than relying on speculation.
- Participate in an on-call rotation and manage the night-shift queue, providing detailed written transitions to the LATAM staff.
- Document software defects and enhancement requests for the engineering department.
- Contribute to the internal knowledge repository and identify opportunities to refer product or service leads to the appropriate teams.
- Use artificial intelligence for ticket organization and draft responses while maintaining human control over troubleshooting and client engagement.
Benefits & Perks
- This role provides a remote working arrangement within the Philippines via an employer of record, consistent employment, and integration into a formal on-call rotation.
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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