Technical Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Helm Operations

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

☁️ SaaS

📦 Logistics

📋 Compliance

SaaS • Logistics • Compliance

Helm Operations is a software company that provides Helm CONNECT, a SaaS suite for the maritime industry. Their platform focuses on maintenance, regulatory compliance, personnel management, and logistics to help maritime operators streamline processes, stay compliant, and improve operational efficiency. Helm positions itself as a trusted provider for maritime leaders worldwide.

📋 Description

• Provide product support to customers and business partners worldwide via ticket, email and live phone. • Analyse, prioritise and resolve technical issues in an SLA-compliant manner. • Answer after-hours calls and voicemails within the 30-minute first-response target. • Participate in the on-call rotation. • Investigate issues thoroughly and escalate rather than guess in live customer environments. • Capture bugs and feature requests for development-team reproduction. • Own the night-shift queue and provide a written handover to the incoming LATAM shift. • Contribute knowledge base articles, macros and reproduction notes. • Identify additional product or service opportunities and refer them to the appropriate team. • Use AI tooling for ticket triage, case-history summarisation, first-pass response drafting and knowledge-base searches, while retaining human ownership of troubleshooting, judgement, escalation decisions, live calls and customer relationships.

🎯 Requirements

• Prior technical support experience in a software or SaaS environment, ideally with complex, multi-step investigations rather than scripted tier-1 work. • Exceptional English, written and spoken. • Strong troubleshooting discipline: reproduce, isolate, verify, document. • Sound judgement about when to escalate. • Comfort working a shift with no on-shift backup and limited manager overlap. • Ability to work 08:00-17:00 Philippine time, Monday to Friday. • Participation in the on-call rotation. • Maritime, logistics or operations domain knowledge is an asset, not a requirement. • Fluency with AI tooling for ticket triage, summarising case histories, drafting responses and searching the knowledge base. • Accountability for verifying AI output before it reaches customers.

🏖️ Benefits

• Remote work in the Philippines through an employer of record • Regular employment • On-call rotation participation