Technical Support Representative II (Salesforce)
HybridQuezon City, Metro Manila, Philippines
Job Summary
Deliver technical support to SaaS customers via email, chat, and voice calls while troubleshooting Salesforce and SaaS application issues. Ensure high customer satisfaction by addressing inquiries timely and professionally, escalating complex problems to internal teams as needed. Maintain accurate documentation of all interactions and collaborate on process improvements. This night shift role requires 2–3 years of experience in SaaS technical support with a working knowledge of the Salesforce backend. Candidates must possess strong analytical skills, excellent communication abilities, and the capacity to work independently in a fast-paced environment.
Required Qualifications
- 2 - 3 years Minimum number of years of experience in a similar role or TSR role in the IT or SaaS industry
- Experience with cloud-based/SAAS solution technical support (Salesforce.com / Office 365 / etc.) is an advantage
- Excellent Oral and Written Communication skills
- Excellent customer service skills or client-facing support skills/experience
- Excellent technical knowledge and analytical skills and can adapt to the fast-paced technical learning environment
- Excellent probing and troubleshooting skills supporting a software product
- Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
- Must be highly motivated and perform well working independently and with a team
- Must be customer-centric, self-propelled, proactive, and decisive
- Fosters unity and teamwork
- Outstanding training delivery of effective, interactive, engaging, web-based training (zoom, go-to-training)
- Exceptional training delivery, presentation, facilitation, and classroom management skills
- Experience in working with a professional services team and handling all aspects of training engagements
- Capable of working successfully to deadline in independent and team-based settings
- Ability to alter delivery style 'on the fly' as student requirements dictate
- Ability to pace the course accordingly based on student progress which requires the ability to be 'tuned in' to read signals from students and adjust as necessary
- Preferably earned a bachelor's degree or meet the minimum educational background (Earned Short-Course/Degree or Vocational Degree)
Desired Qualifications
- Salesforce Administration Certification is an advantage but not required
- Experience in a technical support role, preferably in a SaaS environment
- Working knowledge of the Salesforce backend; familiarity with Salesforce administration is a plus
- Experience with cloud-based/SAAS solution technical support (Salesforce.com / Office 365 / etc.) is an advantage
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