Technical Support Agent (SAAS) - 14413
Technical Support Agent (SAAS) - 14413
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Salary Not Disclosed
1 Vacancy
Job Description
LOOKING FOR STELLAR TOP CANDIDATES
Position:Tech Support Agent (Saas)
Working Hours: Monday to Friday 10:00 am - 7:00 pm PH Time -
: 1 Weekend Coverage required on top of the weekday work
Holidays:German holidays - 27 vacation days per annum.
Salary: 1000-1500 USD (depending on exp and clients final offer)
Search: Philippines (Remote)
About the Role:
We are seeking a Tech Support Agent to assist our Manila-based users in navigating our platform and addressing any technical issues they encounter. This role is crucial in ensuring seamless customer experiences providing support in troubleshooting and collaborating with our engineering team to resolve technical issues quickly and effectively.
Role Responsibilities:
- Provide responsive and effective technical support to our Manila-based B2B users.
- Troubleshoot and resolve issues related to the SaaS platform collaborating with the engineering team when necessary.
- Assist users with platform navigation answering inquiries and resolving issues in a timely manner through emails and chat.
- Reimagine and optimize customer support processes using digital tools.
- Manage and prioritize multiple support tickets ensuring high levels of customer satisfaction.
- Handle virtual meetings with users once a month.
- Communicate clearly and effectively in English both verbally and in writing.
- Work autonomously due to time zone differences and proactively address customer needs.
- Handle ambiguity and make decisions under pressure while maintaining a high level of service.
Requirements:
- 2-3 years of experience in a B2B (SaaS) customer support customer success or operations role in a fast-paced environment.
- Previous experience in similar roles will include working with customer support/project management tools.
- Strong technical aptitude and a digital mindset.
- Resourceful highly motivated and adept at problem-solving.
- Excellent written and verbal communication skills in English.
- Ability to work independently and autonomously due to time zone differences.
- Ability to collaborate with the engineering team to debug and understand the root causes of customer issues.
Nice-to-Haves
- Experience in the traveltech or logistics space.
- Knowledge of the airline or shipping industries
- Experience in debugging issues or working closely with engineers on technical problems.
Required Experience:
Unclear Seniority
Employment Type
Full Time
