Technical Support Representative (Software Platform)

Location: Remote Philippines
Schedule: Saturday to Monday + 2 flexible weekdays (40 hrs/week)
Compensation: US $800 - 1,200/month
Reports to: Support Team Lead

About the Company

Our client is a U.S.-based software company powering a rapidly growing, compliance-driven industry through innovative technology. Their platform streamlines operations from production to retail, helping clients stay organized, efficient, and fully compliant.

As they continue to expand globally, they're building a world-class support team dedicated to delivering fast, dependable, and genuinely helpful service every day.

Role Overview

As a Level 1 Support Representative, you'll be the first point of contact for customers handling tickets, chats, and calls for basic to moderate technical issues. You'll resolve what you can, escalate what you must, and ensure every customer feels supported and confident using the platform.

This role is ideal for someone who's tech-savvy, calm under pressure, and passionate about solving problems for users.

Key Responsibilities

• Respond promptly to support tickets, live chats, and customer calls.
• Troubleshoot and resolve common issues (logins, permissions, configuration, UI errors).
• Walk customers through product features and best practices.
• Escalate complex issues to senior support or engineering when needed.
• Maintain clear, accurate ticket documentation.
• Contribute to help center content and internal documentation.
• Identify recurring issues and suggest process or product improvements.
• Shadow senior team members to deepen product knowledge and support skills.

Requirements

Must-Have:

• 1-2 years in software or SaaS technical support (B2B experience preferred).
• Excellent written and spoken English communication skills.
• Strong troubleshooting mindset calm, systematic, and resourceful.
  
• Quick learner with the ability to understand complex systems.
• Dependable, proactive, and communicative thrives with autonomy.
• Willing to work weekends and flexible weekday shifts.
  
  

Nice-to-Have:

• Experience with HubSpot, Salesforce, or similar platforms.
• Familiarity with Crystal Reports (a plus but not required)
• Understanding of software integrations, databases, or API concepts.
  
• Exposure to compliance-heavy industries (e.g., cannabis, healthcare, or finance).
  
  

Tools You'll Likely Use

• Zendesk or Freshdesk, Google Workspace, Slack, CRM systems, and documentation tools.
  

Success Metrics

• Fast response and resolution times.
• High customer satisfaction (CSAT/NPS).
• Low escalation rate (strong Tier 1 resolution).
• Reliable attendance and shift coverage.
• Positive peer and lead feedback.
  

What You'll Love About This Team

You'll join a team that values dependability, integrity, and calm communication even under pressure.

You'll fit right in if you're someone who's:

• Cool-headed when things get chaotic.
• Trustworthy and consistent, even when working independently.
  
• Honest, respectful, and genuine with both customers and teammates.
• Ready to grow your SaaS support career with a company that values reliability, learning, and teamwork?
  
• Apply now and join a collaborative, mission-driven team that supports both its clients and its people.