Technical Support Specialist

Salary: ₱50,000-₱70,000 per month
Work Location: (Remote) Philippines
Working hours: Monday to Friday, 7:30 AM to 4:00 PM PHT. subject to change based on business requirements
About the Role
Are you passionate about technology and helping customers solve problems?
We're looking for a proactive and customer-focused Technical Support Specialist to join our client's support team. In this role, you'll provide technical assistance to global customers, troubleshoot product-related issues, and ensure a positive customer experience across email, chat, and phone support channels.

You'll play an important role in maintaining service standards, resolving technical concerns efficiently, and helping improve our client's support processes and resources.

Key Responsibilities

• Provide timely and effective technical support to customers across email, chat, and phone channels.
• Manage the Tier 1 support queue, ensuring customer enquiries are handled accurately and within agreed Service Level Agreements (SLAs).
• Investigate, diagnose, and troubleshoot technical issues, coordinating with partner support teams when necessary.
• Identify and escalate high-priority issues and service outages that may affect multiple customers.
• Maintain and improve knowledge base articles, product support pages, and other customer-facing support resources.
• Analyse support tickets and provide insights that contribute to product improvements and better customer experiences.
• Maintain up-to-date documentation on courier API capabilities and related changes.
• Collaborate with team members and other departments to share knowledge and improve support processes.
• Proactively identify opportunities to enhance support workflows and customer satisfaction.
• Engage with customer communities and encourage positive reviews on relevant third-party platforms.

What We're Looking For

• At least 3 years of experience in a customer-focused technical support role.
• A tertiary qualification in Computer Science or a related field, or equivalent relevant experience.
• Excellent written and verbal English communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Good organisational skills, with the ability to prioritise tasks and manage competing demands.
• A proactive, self-motivated approach, with the ability to work independently and collaboratively.
• A positive, customer-focused attitude and a commitment to delivering quality support.
• A willingness to learn, develop technical knowledge, and contribute to continuous improvement.

Preferred Qualifications and Experience

• Experience in SaaS (Software as a Service) or e-commerce technical support is a strong advantage.
• Previous experience supporting Australian or New Zealand clients is highly desirable.
• Familiarity with software products, integrations, APIs, or other technical troubleshooting environments is an advantage.

What Success Looks Like
In this role, success means delivering an excellent customer support experience through:

• Consistently meeting agreed service levels and response targets.
• Maintaining high customer satisfaction and encouraging positive customer feedback.
• Managing technical escalations effectively.
• Contributing to accurate, accessible, and helpful support documentation.
• Identifying opportunities to improve support processes and customer self-service resources.

Why Join Us?

• An opportunity to support a global customer base.
• The chance to develop your technical troubleshooting and product support expertise.
• A collaborative environment that values initiative, knowledge sharing, and continuous improvement.
• The opportunity to make a meaningful contribution to customer satisfaction and product development.

Interested? If you have the technical support experience, good communication skills, and customer-first mindset we're looking for, we'd love to hear from you. Apply now!