Technical Support Representative I, SaaS

🕒 Yesterday

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 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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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

• Respond to customer inquiries through email and other support channels while meeting established service level agreements (SLAs) • Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms • Provide clear, empathetic, and easy-to-understand customer guidance • Own customer concerns from initial contact through resolution and escalate when appropriate • Monitor support trends and identify recurring customer pain points, technical issues, and process gaps • Communicate insights to Product, Engineering, and internal stakeholders • Recommend customer-experience improvements based on customer feedback and support data • Share knowledge with teammates and improve documentation and support practices • Assist during product launches, incidents, and service updates with customer-impact feedback • Contribute to internal knowledge articles and support resources • Identify opportunities to streamline workflows and improve support operations • Refine support processes, templates, and customer communications • Participate in continuous improvement initiatives

🎯 Requirements

• 2+ years of experience in technical support or a related customer-facing role • Experience supporting web-based and mobile applications • Excellent written and verbal communication skills with a strong customer-first mindset • Strong troubleshooting and critical thinking abilities • Comfortable navigating multiple software platforms and learning new technologies quickly • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment • Ability to analyze trends and communicate actionable recommendations • Experience supporting SaaS or digital healthcare products • Experience working with healthcare professionals, healthcare technology, or medical software • Familiarity with CRM or support platforms such as Zendesk, Salesforce, or similar tools • Experience supporting billing, subscriptions, or account management • Working knowledge of Microsoft Office or Google Workspace • Experience with customer support platforms such as Zendesk, Salesforce, or Freshdesk • Experience with analytics or reporting tools • Knowledge base management • Mobile app troubleshooting (iOS and Android) • Flexible schedule, including night shift • BYOD equipment setup with 16GB RAM

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off • Birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Employee Referral Program • Experience infinite fun so you can have infinite growth