Technical Support Specialist (SaaS/LMS Industry)

About Us:
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.
 
About the Role
We are seeking a proactive, customer-focused Technical Customer Support Specialist to join a fast-growing Learning Management System (LMS) SaaS company.
 
This is an email-first support role, with the opportunity to expand into live chat support as the business grows. You will play a key role in delivering an exceptional customer experience by providing timely, accurate, and professional technical support to customers using our proprietary LMS platform.
 
The ideal candidate is a strong communicator with excellent troubleshooting abilities, a customer-first mindset, and the ability to quickly learn new technologies and software applications.
 
Key Responsibilities
 
Customer Support & Troubleshooting

• Respond promptly and professionally to customer enquiries via email.
• Troubleshoot and resolve technical issues related to the LMS platform.
• Guide customers through platform features, functionality, and best practices.
• Investigate reported issues by reproducing problems, identifying root causes, and implementing solutions.
• Escalate complex technical issues to the Product, Engineering, or Development teams with clear and detailed documentation.
• Monitor support tickets and ensure all enquiries are resolved within established service-level agreements (SLAs).
• Deliver exceptional customer service through professional, empathetic, and solutions-oriented communication.

Documentation & Knowledge Management

• Maintain accurate records of customer interactions, technical issues, and resolutions within the ticketing system.
• Develop, maintain, and update knowledge base articles, internal documentation, and frequently asked questions (FAQs).
• Identify recurring issues and recommend process improvements and product enhancements.

Cross-Functional Collaboration

• Collaborate with Product, Engineering, Customer Success, and Operations teams to improve the customer experience.
• Participate in ongoing product training to stay informed about new features, releases, and platform updates.
• Support the future expansion of customer service operations, including live chat support.

Required Skills and Experience

• At least 2 years of experience in a Technical Customer Support, Help Desk, Service Desk, Application Support, or SaaS support role.
• Previous experience supporting software applications, cloud-based platforms, or web-based solutions.
• Excellent written English communication skills, including strong grammar, spelling, and attention to detail.
• Strong troubleshooting, analytical thinking, and problem-solving skills.
• Ability to explain technical concepts clearly and effectively to non-technical users.
• Experience using ticket management platforms such as Zendesk, Freshdesk, Intercom, Jira Service Management, HubSpot, or similar tools.
• Strong organizational and time-management skills, with the ability to manage multiple priorities simultaneously.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong sense of ownership, accountability, and customer focus.

Preferred Qualifications

• Previous experience supporting a Learning Management System (LMS), EdTech platform, or SaaS product.
• Familiarity with SCORM, xAPI (Tin Can), AICC, or other e-learning standards.
• Basic understanding of HTML, CSS, APIs, browser troubleshooting, and web.

Additional Notes:

• Work Setup: Home-based (minimum internet speed of 50 Mbps required)
• Schedule: Monday-Friday, 6:00 AM-3:00 PM Manila Time

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

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