airSlate is hiring a
Technical Support Representative in Philippines

Logo of airSlate
Technical Support Representative
🏢 airSlate
💵 ~$33k-$68k
📍Philippines
📅 Posted on Jun 11, 2024

Summary

The job is for a Solution Engineer or Senior Customer Support role at airSlate, a tech company with 1000+ team members across six offices worldwide. The role involves resolving support issues, managing tickets via Jira, and advocating customer priorities internally. Requirements include advanced English skills, troubleshooting expertise, 2+ years of experience as a solution engineer or senior customer support for SaaS products, and knowledge of MySQL or other relational DB, Jira, and Salesforce Administrator Certification is a plus.

Requirements

  • The ideal candidate genuinely enjoys interacting with others and is expected to be professional, self-motivated, proactive, results-oriented
  • Advanced level of English both spoken and written
  • Analysis, troubleshooting, and problem solving expertise
  • Ability to effectively prioritize and escalate customer issues
  • Have 2+ years as a solution engineer or senior customer support for SaaS products working directly with B2B customers
  • Experience implementing/integrating solutions into Salesforce

Responsibilities

  • Resolve all types of support issues received via ticketing system, chat or phone
  • Serve as an escalation point of contact for product and service issues and troubleshoot them
  • Manage issue tickets via Jira, communicate with the Development and QA Teams to resolve these issues in a timely manner
  • Leverage knowledge of airSlate integration with Salesforce to provide world-class technical support to airSlate customers
  • Advocate customer's priorities internally within airSlate

Preferred Qualifications

  • Passionate to help customers
  • Knowledge of MySQL or other relational DB will be a plus
  • Experience with bug tracking systems (i.e. Jira) will be a plus
  • Salesforce Administrator Certification will be a plus
  • BA degree in Computer Science or Software Engineering preferred

Benefits

  • Flexible work environment
  • Professional growth opportunities
  • Health and well-being (50% of premium health insurance)
  • Compensation and benefits (competitive base salary, monthly performance bonuses of up to 10%, stock options)
  • Open communication
  • AirSlate Care for Ukraine (financial and logistical assistance, humanitarian aid, food packages to seniors, support for animal shelters)
  • AirSlate Junior Club (engaging events such as cooking classes, creative activities, educational online games)
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