L1 Technical Customer Support (B2B SaaS)

Job 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.