Customer Support Specialist

Position: Customer Support Specialist

Role Type: Full-time | Monday to Friday 6AM to 3PM PH

Location: Davao

Role Purpose:

This role is responsible for handling incoming support requests, triaging issues, capturing clear reproduction steps, maintaining the Support Portal and FAQs, and ensuring that only validated product issues are escalated to the Product and Development teams. 

The goal is to reduce the support load on Product/Development while improving customer response time, clarity, and confidence in Loop.

Key Responsibilities

• Act as the first point of contact for customer inquiries via the support portal, email, and chat.
• Respond to and resolve common product questions in a clear and timely manner.
• Identify whether issues are user error, configuration, training-related, or actual product bugs.
• Accurately categorize and triage support tickets.
• Collect complete details before escalation (steps to reproduce, screenshots, expected vs actual results).
• Replicate reported issues when possible and escalate only verified bugs.
• Maintain and update FAQs, how-to articles, and support documentation.
• Turn recurring questions into self-service resources.
• Share customer feedback and recurring issues with Product and Development teams.

Requirements

• 3–5 years of experience in SaaS or technical customer support within a BPO environment (L1/L2)
• Must have a background in software implementation, system administration, or as a Software Onboarding Specialist (highly preferred)
• Strong written English and clear communication skills
• Experience using ticketing and support tools
• Ability to explain software processes to non-technical users
• Strong problem-solving skills and high attention to detail