SaaS Technical Support Specialist (Email & Chat - Remote)

Are you an empathetic, tech-savvy support professional who can troubleshoot platform issues, deliver outstanding service via chat and email, and thrive in a 100% remote SaaS environment?

As our next Technical Support Representative I, you will serve as the crucial first point of contact for our users. You will resolve technical challenges with empathy, clarity, and precision, handling core customer platform needs—such as user management, session troubleshooting, and overlay issues—strictly via email and chat to ensure exceptional customer satisfaction.

Role Snapshot

• Work Setup: 100% PH - Remote (Work from home anywhere in the Philippines)

• Schedule: Shifting schedule (Training is 9:00 AM – 6:00 PM EST for the first 3 weeks, followed by a transition to a 24/7 coverage roster. Candidates must have the ability to work PST working hours.)

• Equipment: Company-provided 

Job Summary

The Technical Support Representative is responsible for providing basic technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

What does a day in the life of a Technical Support Representative I look like?

Technical Support & Troubleshooting

• Provide basic technical support to customers experiencing technical issues with their products or services.

• Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions.

• Address key platform issues, focusing on our top call/ticket drivers:

  • User management requests

  • Failed session handling

  • Troubleshooting overlay issues

• Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner.  

• Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary.  

Customer Experience & Digital Communication 

• Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required).  

• Interact with every customer with kindness, extreme professionalism, and a high level of empathy.

• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed.

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty.

Tools, Tracking & Collaboration

• Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon).

• Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system.

• Coordinate and communicate internally using Slack and proprietary internal communication tools.

• Collaborate cross-functionally with other departments as needed to resolve customer issues.

Operations & Performance

• Adhere to company policies and procedures.

• Meet or exceed performance targets for related KPIs.

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.

• Perform other duties as assigned.

What are the qualifications of a Technical Support Representative I?

Basic Qualifications (Non-Negotiable)

• Minimum of one (1) year of experience in a technical support role.

• Minimum of six (6) months of experience in a customer support role.

• SaaS (Software-as-a-Service) background is an absolute must-have.

• Good communication skills, both verbal and written, optimized for high-quality email and chat communication.

• High proficiency in using computer applications and software.

• Ability to work PST working hours and commit to a 24/7 shifting schedule (including night shifts and weekends).

Preferred Qualifications

• Experience using a CRM is preferred.

• Familiarity with help desk software (such as Intercom or Zendesk) is a plus.

Ninja Perks and Benefits

• Competitive Compensation

• Retirement Savings Program with Company Matching to support your long-term financial goals.

• Life insurance coverage.

• HMO coverage starting on Day 1.

• Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.

• Paid time off plus birthday leave 

• Opportunities for skills training and personal and professional development.

• Employee Referral Program with rewards for successful referrals.

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Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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