Customer Support Specialist (SaaS Background) | NZ | Hybrid

Job Description

Set-up and Location : Ortigas- Pasig, Hybrid

Work Schedule :  8 : 00AM to 5 : 00PM (UK) | 3 : 00PM to 12 : 00AM (PH)

Employment Type : Full-time

Ready to do work that actually excites you?

The Customer Service Representative is responsible for resolving customer inquiries and providing guidance on product features and functionalities. This role involves offering frontline support via phone, email, chat, and ticket systems, addressing customer issues, and recommending appropriate solutions. The specialist ensures a high level of customer satisfaction by assisting with technical support tasks and troubleshooting problems effectively.

What You’ll Do

You’ll be the kind of person who :

• Be the front-line responder for handling all technical customer phone calls, emails queries and online chat functionality.
• Manage all technical customer issues through the support ticket system and follow them through to satisfactory completion.
• Perform preliminary problem diagnosis from customer feedback.
• Investigating and resolving any technical and non-technical problems that arise with the software as identified by internal stakeholders.
• Work and coordinate with key internal stakeholders in all areas including sales, success, marketing, product and engineering.
• Assist in program and sales issues as they arrive.
• Test sample datasets to check that the program works as intended.
• Evaluate and increase the program's effectiveness through feedback to the Engineering team.
• Document technical knowledge in the form of Help Centre content and articles, including video and product images.
• Undertake additional admin duties as and when required (within reason).

Requirements

What You Bring

We’re looking for someone with :

Benefits

Why You’ll Love Working Here

Let’s Talk

If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.

Requirements

What You Bring We’re looking for someone with : Bachelor's degree in Computer Science, Information Technology, Business, or a related field is preferred. Minimum 3 years’ experience in a customer support or similar role in the software industry. Experience managing customer relationships, with a proven ability to resolve technical issues. Ability to write and edit both internal and external product documentation. Familiarity with SaaS, workflow systems, or cloud-based software preferred. Experience with tax NZDits and resolving tax-related issues. Commitment to continuous learning and professional development. Excellent communication skills, both verbal and written. Strong attention to detail, especially in written documentation. Ability to balance multiple priorities and meet support KPIs. Understanding of product technology, including web and mobile standards. Proactive problem-solving and initiative in process improvements. Problem Solving : Uses logical methods to solve complex issues. Decision-Making : Makes timely and effective decisions with sound judgment. Technical Aptitude : Strong technical understanding of relevant software products. Interpersonal Skills : Builds strong relationships with stakeholders and customers. Customer Focus : Dedicated to meeting the needs of internal and external customers. Patience : Displays tolerance and understanding in resolving customer issues. Written Communication : Able to communicate clearly and effectively across various formats.