Technical Support Representative (SaaS & Basic API)

Work Setup: Onsite at the Sanctum, SM - North EDSA, QC

Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KP’s
• Perform other duties as assigned

• Minimum of 2 years of enterprise software support (SaaS) experience
• Demonstrated ability to troubleshoot basic support and technical issues in complex software environments
• Experience working with email and chat support
• Strong communication skills, both verbal and written
• Fundamental computer knowledge (operating systems, browsers, basic networking)
• Experience following comprehensive and technical troubleshooting guides and documented procedures
• Bonus qualifications:
• Basic knowledge of some SaaS tech stack including, but not limited to:
• Understanding of web technologies (HTTP, browsers, cookies, caching)
• Some understanding of API functionality and troubleshooting
• Authentication systems (SSO / SAML / ADFS) and general security concepts and controls
• Experience with browser developer tools for troubleshooting
• Reporting, analytics, and data flow across multiple web-based and on-premise platforms
• Some understanding of JavaScript, SDK, CSS, HTML, browser developer console: Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples
• Logging software (e.g., SumoLogic): Ability to create queries and find required logs
• Basic familiarity with AI and LLM concepts

• Full time employees
• 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
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/Ius-BDMR8ZaDnMuotvws3

Visit our Facebook page to find out more: https://www.facebook.com/SupportNinjaPH