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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 effective communication skills to provide exceptional customer support in a dynamic environment. Proficient in utilizing support tools and adhering to performance metrics to enhance customer satisfaction and optimize support processes.
Highest-signal resume keywords
Customer Support ExperienceProblem-Solving SkillsTechnical Support KnowledgeProficiency With Support ToolsFull 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 ApproachAdaptabilityCollaboration
Tools & Technologies
CRM SystemsLive Chat ToolsTicketing SystemsJiraSalesforceREST API Integrations
Industry Keywords
SaaSCustomer Feedback AnalysisResolution TimePerformance MetricsWorkflow Validation
About the role
Key responsibilities & impact- Handle customer inquiries through digital and voice channels in the company CRM to provide technical and product support
- Ask thoughtful questions to troubleshoot and resolve customer issues
- Escalate complex problems effectively
- Stay current on product changes, new features, and integrations
- Validate workflows with peers
- Identify patterns in customer feedback to inform internal discussions
- Ensure customers understand key features and benefits aligned with their goals
- Adhere to SLAs and meet performance metrics including resolution time and CSAT
- Deliver exceptional customer experiences and contribute to support process optimization
- Collaborate across teams to help customers achieve their goals
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 with the 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
- Preferred: Background in SaaS or technology-focused roles
- Preferred: Experience analyzing customer feedback to inform product or process improvements
- Preferred: Familiarity with Jira, Salesforce, and REST API integrations
- Preferred: Strong foundational knowledge of integration and filtering systems
- Preferred: Basic programming knowledge
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
- AI and automation-focused work environment