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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 technical support and enhance customer satisfaction. Proficient in utilizing support tools and adhering to performance metrics while collaborating across teams to drive continuous improvement.
Highest-signal resume keywords
Customer Support ExperienceProblem-Solving SkillsTechnical Support ProficiencyEnglish Communication SkillsFamiliarity With Jira And Salesforce
About the role
Key responsibilities & impact- Handle customer inquiries through digital and voice channels in the CRM to provide technical and product support
- Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively
- Stay up to date on product changes, new features, and integrations
- Validate workflows with peers and identify patterns in customer feedback for internal discussions
- Ensure customers understand key features and benefits aligned with their goals
- Adhere to SLAs and meet performance metrics such as resolution time and CSAT
- Collaborate across teams to help customers achieve their goals and contribute to continuous improvement
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, both written and verbal, with an empathetic approach
- Proficiency with support tools, including live chat and ticketing systems, and metrics such as resolution time, customer satisfaction (CSAT), and ticket volume trends
- Demonstrated ability to manage time effectively and adhere to SLAs
- Proficiency in tailoring 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
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)Basic Programming KnowledgeData Analysis
Soft Skills
EmpathyAdaptabilityTime ManagementCollaboration
Tools & Technologies
CRM SystemsLive Chat ToolsTicketing SystemsREST API Integrations
Industry Keywords
SaaSCustomer Feedback AnalysisPerformance MetricsResolution TimeMetro Manila