L2 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 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
• Usually maintain an orderly queue in our help desk, including driving prioritization of urgent issues and those that are close to breaching Support Service Level Agreements (SLA)
• Build subject matter expertise in the craft of Customer Support within a B2B SAAS company
• Build and share subject matter expertise in legal workflows both with and without the product suite
• Learn and suggest best in breed use-cases for the product to drive efficiency and value for customers
• Collaborate with Revenue Teams to identify opportunities for upsell, cross-sell, and expansion within existing accounts
• Infrequently work through team projects that contribute to team, department, and company goals

 
Additional Qualifications:

• 2+ years working as a Technical Customer Support Representative role working directly with customers in B2B SAAS Software environment
• Experience reading logs and graphs using Application Performance Monitoring tools like Datadog or New Relic
• Some familiarity with SQL and relational databases
• 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: Onsite (Eastwood)
Work schedule: Tuesday - Saturday, 12AM - 9AM 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.