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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong problem-solving abilities and technical support skills while effectively managing customer inquiries and ensuring satisfaction. Proficient in utilizing support tools and adhering to service level agreements (SLAs) to meet performance metrics.
Highest-signal resume keywords
Customer Support ExperienceTechnical Support SkillsProficiency With Support ToolsProblem-Solving SkillsFull English Fluency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical SupportCustomer Satisfaction (CSAT)Time ManagementBasic Programming Knowledge
Soft Skills
Excellent Communication SkillsEmpathetic ApproachAdaptabilityFlexibility
Tools & Technologies
CRMLive Chat SystemsTicketing SystemsJiraSalesforceREST API Integrations
Industry Keywords
SaaSCustomer Feedback AnalysisResolution TimeIntegration Systems
About the role
Key responsibilities & impact- Handle customer inquiries through digital and voice channels using the CRM
- Provide technical and product support
- Troubleshoot and resolve customer issues, escalating complex problems effectively
- Stay current on product changes, features, and integrations
- Validate workflows with peers and identify customer feedback patterns
- Ensure customers understand key features and benefits aligned with their goals
- Adhere to SLAs and meet resolution time and CSAT performance metrics
Requirements
What you’ll need- Residents of the Philippines, specifically the Metro Manila area
- Full English fluency
- Minimum 2 years of proven experience in at least one entry-level tech Customer Support or Technical Support role
- Strong problem-solving skills and ability to troubleshoot and resolve complex customer issues
- Ability to adapt to change and remain flexible in a dynamic work environment
- Excellent English communication skills, written and verbal, with an empathetic approach
- Proficiency with support tools, including live chat and ticketing systems
- Knowledge of resolution time, customer satisfaction (CSAT), and ticket volume trends
- Ability to manage time effectively and adhere to SLAs
- Ability to tailor technical explanations for non-technical audiences
- Applicants studying or having completed a data science or engineering degree may be considered without the minimum experience requirement
- Background in SaaS or technology-focused roles preferred
- Experience analyzing customer feedback preferred
- Familiarity with Jira, Salesforce, and REST API integrations preferred
- Foundational knowledge of integration and filtering systems preferred
- Basic programming knowledge preferred
Benefits
Comp & perks- Resources, support, and autonomy to own your role and make a real impact
- Cross-department collaboration and team support
- Freedom to experiment, take smart risks, and drive big wins
- Growth and career development opportunities