Customer Support Specialist (Point-of-Sale / SaaS Support) - REMOTE
Virtua Solutions Outsourcing Pasig Part-time
Job Title: Customer Support Specialist (Point-of-Sale / SaaS Support)
Location: Remote
Monthly Salary: Approx. PHP 16,000.00
Location: Remote
Monthly Salary: Approx. PHP 16,000.00
Job Type: Part-Time 2-month project
About the Role
We are hiring a Customer Support Specialist to support a UK-based point-of-sale platform serving events, festivals, and multi-vendor venues. This role focuses on delivering timely, accurate, and high-quality support to vendors and clients across multiple channels, particularly during extended hours.The ideal candidate is customer-focused, detail-oriented, and comfortable handling repetitive queries while maintaining a high level of service.
What You’ll Do- Handle inbound support across multiple channels, including HubSpot tickets, email, phone, and WhatsApp
- Resolve Tier 1 customer inquiries such as:
- Invoice and payment-related questions
- Basic platform navigation and how-to queries
- Account setup and onboarding support
- Common troubleshooting issues (e.g., login, transactions, reports)
- Accurately log, categorize, and prioritize tickets within HubSpot based on defined guidelines
- Follow SLAs, including timely responses for urgent tickets
- Escalate technical issues or bugs to the appropriate internal teams with clear documentation
- Update customers on ticket status and resolutions in a clear and professional manner
- Contribute to maintaining and improving knowledge base articles and internal documentation
- Support additional administrative or implementation-related tasks during low-volume periods
What We Are Looking For:
- 1–2 years of experience in a tech support, SaaS, or customer-facing role.
- Proficiency with ticketing systems (ideally HubSpot) and multi-channel support (email, phone, WhatsApp).
- Comfortable with basic technical troubleshooting (logins, payments, transaction reports).
- Strong Communication: Excellent written and verbal English with a patient, empathetic tone.
- Detail-Oriented: Ability to handle repetitive queries efficiently without losing quality.
- SLA Driven: Proven ability to prioritize tasks and meet response time targets.
- Schedule: Full flexibility to work extended hours, weekends, and holidays to support live events.
- Asset: Experience with POS platforms, fintech, or supporting UK-based clients.
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