Technical Support Representative III – SaaS

🕒 Yesterday

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 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 SLAs • Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms • Provide clear, empathetic guidance to help customers resolve issues quickly • 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 meaningful insights to Product, Engineering, and internal stakeholders • Recommend solutions based on customer feedback and support data • Share knowledge and improve documentation with teammates and cross-functional stakeholders • Assist during product launches, incidents, and service updates by providing customer impact feedback • Serve as a resource for support best practices and operational improvements • Develop, document, and maintain Standard Operating Procedures (SOPs) • Own and improve the Customer Experience knowledge base and customer-facing support content • Identify opportunities to streamline workflows, automate repetitive tasks, and improve operational efficiency • Refine support processes, templates, and customer communications • Participate in continuous improvement initiatives that enhance customer and team experience

🎯 Requirements

• 3+ 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, critical thinking, and problem-solving 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 • Demonstrated experience creating and maintaining SOPs, process documentation, or operational playbooks • Experience managing or maintaining internal knowledge bases or documentation repositories • Preferred: Experience supporting SaaS or digital healthcare products • Preferred: Experience working with healthcare professionals or healthcare technology • 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 knowledge management, documentation strategy, or process improvement initiatives • Experience training or mentoring team members on support processes and best practices • Knowledge of customer support platforms such as Zendesk, Salesforce, or Freshdesk • Knowledge of knowledge base management platforms • SOP development and process documentation skills • Familiarity with analytics or reporting tools • Knowledge of workflow automation or process improvement methodologies • Mobile app troubleshooting for iOS and Android • Healthcare technology or medical software knowledge

🏖️ 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 • Flexible schedule, including night shift • Remote work setup • BYOD equipment arrangement (16GB RAM)