Technical Support - Saas/B2B Software Company

Remote

Full Time

Experienced

GrowthAssistant is looking for a Technical Support Specialist to with experience in supporting a SaaS/B2B software company in the US. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This is an excellent opportunity for someone who wants to work with a well-known brand and continue learning and growing during their career.

The Benefits:

Work From Home
Attendance, Performance, and Referral Bonuses
Paid Holidays and Time Offs
Health Insurance Card

Core Tasks:

Updating knowledge based tool when necessary
Alerting Engineering team for bug issues
Provide technical assistance to customers via email, chat, and phone in a timely manner, contributing to team goals around response times
Communicate via Slack to cross-functional teams (Engineering, Product, Etc) when needed to resolve issues
Answer customer queries with templated responses - client to provide templates
Escalate inquiries when necessary

Must Have:

2+ years experience with Zendesk or similar ticketing platform (Zendesk strongly preferred)
Prior experience doing technical support for a SaaS / B2B software company

Nice to Have:

Experience with Agora or similar tool/platform

Jumpstart your application by filling out our application form AND completing the video recording ahead of time! Here's the link to our video recording for you to complete:

Start your video recording here!

Do you already have a pre-recorded video? Include it in your portfolio and we can review it instead! Make sure you've provided a brief summary about you, your work achievements and why you're the next best hire!

Completion of video recording helps us expedite the application process a few days earlier than expected!

We are looking for someone who wants to grow as part of a team. Ideal candidates desire to learn, grow and take on more responsibilities along the way. Join our team now!

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Desired salary*

Earliest start date?*

Can you work weekends?*

Can you work evenings?*

Are you willing to work the graveyard shift?*

Do you have experience working on graveyard shift in the last 6 months?*

Indicate the inclusive years where you worked on a Graveyard shift:
Sample Answer: 2020-2022 for 2 years*

Are you willing to work Full time with an assigned schedule?*

Are you willing to use a Time tracker (Hubstaff)?*

Do you have any appointments/events that will require you to go on leave for the next 3 months from your hire date?*

Are you based in the Philippines?*

Computer Processor and RAM of your own equipment*

Internet Speed (based on speed test)*

List down the Helpdesk/Ticketing Apps/Software you have used, the Companies where you used them, and the tasks you have performed. Follow the format below when providing your answer:
Answer Format: Zendesk - ABC Company - Resolve support tickets*

Companies where you did technical support for a SaaS / B2B software company.*

I hereby declare that all information provided in my application with GrowthAssistant is accurate, complete, and true to the best of my knowledge. I understand that any inconsistencies found in the information provided at any stage of the recruitment process may result in the automatic rejection of my application. I understand and acknowledge that I will no longer be considered placeable with GrowthAssistant if any discrepancies are identified.* Agree

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Technical Support - Saas/B2B Software Company

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