Technical Support Representative – B2B SaaS

🕒 September 9

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 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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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Deliver Tier 1 technical assistance to B2B customers exclusively via live chat and email • Guide clients on platform functionality, including configuring audiences, newsletters, images, and other core product features • Resolve how-to questions and platform usage inquiries using knowledge bases and client documentation • Manage support queues in Zendesk, independently handling routine queries and routing complex issues to internal Tier 2 teams • Document customer interactions and technical details in a CRM system • Follow up after resolution to verify customer satisfaction • Coordinate with colleagues on Slack • Escalate recurring customer feedback to internal product and engineering teams • Meet or exceed targeted KPIs, performance metrics, and Service Level Agreements (SLAs)

🎯 Requirements

• At least 6 months of experience in a dedicated technical support role • Direct, hands-on experience supporting B2B SaaS platforms • Excellent verbal and written communication skills, with the ability to explain technical solutions to a non-technical audience clearly • Foundational to proficient understanding of SaaS platforms and basic technical troubleshooting • Strong problem-solving skills and ability to manage multiple support tickets simultaneously in a fast-paced environment • Prior experience using Zendesk and Slack in a daily workflow (preferred) • Hands-on experience documenting customer interactions within a CRM system (preferred) • Familiarity with email marketing tools, audience segmentation, or content management settings (preferred)

🏖️ Benefits

• HMO activated starting on your very first day • Free dependent coverage: one dependent covered upon regularization and a second dependent added after one year of service • Full life insurance coverage • Retirement Savings Program with company matching • Paid Time Off (PTO) package • Dedicated Birthday Leave • 100% remote work setup anywhere in the Philippines • Fixed Monday through Friday work schedule aligned with US EST business hours • Bring-Your-Own-Device (BYOD) work setup