Outsourced L1 Technical Customer Support (B2B SaaS)

L1 Technical Customer Support (B2B SaaS)

Outsourced

Negotiable

On-site - Quezon City1-3 Yrs ExpDiplomaFull-time

Description

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Roles & Responsibilities

Work with customers across the customer base as a primary technical

resource on issues reported with our product portfolio

Build and document knowledge of products, tools, and proceses to aid in troubleshooting
Build and maintain subject matter expertise within the evolving product suite
Independently reproduce and file bug reports and collaborate our Build team for resolution
Often maintain an orderly queue in our help desk, including driving prioritization of urgent

issues and those that are close to breaching Support Service Level Agreemtns (SLA)

Build subject matter expertise in the craft of Customer Support within a B2B SAAS company
Build subject matter expertise in legal workflows both with and without the

product suite

Learn best in breed use-cases for the product to drive efficiency and value for

customers

Sometimes collaborate with Revenue Teams to identify opportunities for upsell, cross-sell,

and expansion within existing accounts

Qualifications

1+ years working as a Technical Customer Support Representative role working directly

with customers in B2B SAAS Software environment

Experience using help desk software and managing a queue of tickets (examples include

Zendesk, Salesforce Service Cloud, Kustomer, Intercom, and Help Scout)

Excellent communication skills, both written and verbal
Desire to learn and grow while embodying the core values
Flexibility for adapting quickly to changing priorities and processes
You enjoy helping people, even when it’s something small
You’re curious and tech-savvy with a willingness to learn and become proficient in the application and internal tools used for troubleshooting
You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams
You’re detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly

queue in our help desk

You are a team player with the ability to collaborate and contribute to team projects when needed

Work set-up: Office-based (Eastwood)

Work schedule: Monday - Friday, 7PM - 4AM Manila time

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.