Technical Customer Support Specialist - Client: SaaS Forms Platform
Magic
Date: 2 days ago
City: Taguig
Contract type: Contractor
Remote
Department: Boutique Client
Location: Philippines
Compensation: $7.00 / hour
About the Client
Our client is an innovative low-code platform that enables tech companies to build customizable, developer-friendly forms for their products. Born from experience at Robinhood, they help product teams create sophisticated form experiences that match high user expectations. Their platform bridges the gap between simple form builders and complex hand-coded solutions, serving customers across fintech, ecommerce, and technology sectors.
Why this role exists
This position exists to provide technical support for a growing SaaS platform, ensuring customers can effectively implement and utilize the form-building solution. The role will help maintain high customer satisfaction by resolving technical inquiries, analyzing platform issues, and collaborating with the development team for continuous improvement.
The Impact you’ll make
Technical Support
- Resolve customer inquiries via email and forms
- Analyze and troubleshoot application issues
- Document and escalate technical problems
- Provide implementation guidance
- Support customer success initiatives
- Investigate technical issues
- Report bugs to the development team
- Track and document solution patterns
- Identify improvement opportunities
- Create support documentation
- Maintain clear technical communication
- Update customers on issue status
- Provide step-by-step guidance
- Document customer feedback
- Share product enhancement requests
- Test reported issues
- Verify bug fixes
- Monitor customer satisfaction
- Track resolution metrics
- Maintain support standards
Required:
- 2+ years of technical customer support experience, preferably in SaaS/technology companies
- Proven track record of problem-solving in a technical environment
- Experience using ticketing systems or customer support platforms
- Bachelor's degree in IT/Computer Science or equivalent practical experience
- Strong troubleshooting and analytical skills with documented examples
- WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
Technical Skills:
- SaaS platform knowledge
- Technical troubleshooting
- Bug reporting
- Documentation skills
- Email management
- Critical thinking
- Problem analysis
- Clear communication
- Attention to detail
- Customer empathy
- You're passionate about technology and problem-solving
- You enjoy helping customers succeed
- You have strong analytical abilities
- You're detail-oriented and thorough
- You can explain technical concepts clearly
- You thrive in a fast-paced startup environment
Work Setup:
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
- Monday to Friday from 9 AM to 5 PM PST (Pacific Standard Time)
- 40 hours per week
- $7 per hour
- No benefits package included
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