Tech Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

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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Catena

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

📋 Description

• Review client-submitted API payloads and requests to identify missing or incorrectly filled fields • Run first-line troubleshooting and guide clients through resolution walkthroughs before escalating • Classify issues as bugs, user errors, or configuration problems • Package complete context and replication steps for Tier 2 escalations • Manage 20–30 tickets daily with clear, professional written responses • Maintain accurate ticket statuses and promptly close resolved issues • Track open bug tickets and escalate when immediate closure is not possible • Meet or exceed response-time, resolution-time, and customer-satisfaction benchmarks • Handle approximately 10 inbound calls daily, averaging 2–4 minutes each • Resolve technical questions in real time for US-based clients • Explain technical findings in plain language to non-technical callers • Support the transition from Zendesk to Salesforce over 2–3 months • Apply Salesforce experience to shorten ramp time during migration • Adopt new tools and revised processes as the support stack evolves

🎯 Requirements

• 3+ years in customer or technical support, including technical support with regular escalations to Tier 2 or engineering (2+ years considered with heavy technical support experience at a large company) • Hands-on experience troubleshooting API or integration issues and reviewing client payloads or requests for missing or incorrectly formatted fields • Salesforce experience in a support or CRM context, with 6+ months of active use • Experience managing 20+ tickets daily in a structured ticketing system such as Zendesk, Salesforce Service Cloud, Freshdesk, or equivalent • Inbound phone support experience with US-based clients, including live verbal troubleshooting • Documented experience with a platform migration or frequent tool and process changes • C1+ English (CEFR) for live phone support with US-based clients • HIPAA compliance or patient-data protection experience is nice to have • Familiarity with JSON or XML payload structures is nice to have • Zendesk experience is nice to have • Experience at a 500+ employee or Series B+ SaaS company with defined Tier 1 to Tier 2 escalation workflows is nice to have • Prior remote work with US-based companies on a PST-aligned schedule is nice to have

🏖️ Benefits

• Competitive Salary: Based on experience and skills • Fully remote work from anywhere in the Philippines • Team incentives and recognition for maintaining 100% CRM hygiene and on-time reporting • Generous PTO in accordance with company policy • HMO coverage after 3 months for full-time PH-based employees • Direct mentorship from international industry experts • Ongoing learning and development resources • Global networking opportunities