Technical Support Specialist

Summary

Join ConnectOS, a top-rated Philippines employer, and work as a part-time Technical Support Specialist for a leading R&D company revolutionizing skin bioengineering. This role involves providing email-based technical support to researchers and lab staff, troubleshooting software and system issues, escalating complex problems, maintaining detailed documentation, and collaborating with management. You will also contribute to support documentation, ensure data privacy compliance, and utilize QuickBooks for invoicing and HubSpot for CRM management. The position offers a competitive hourly rate of P300 and a schedule of 12:00 AM - 4:00 AM PHT. ConnectOS is certified as a Great Place to Work and is an equal opportunity employer.

Requirements

• Proven experience in a technical support or helpdesk role, ideally within a scientific or research environment
• Strong technical understanding of software systems, databases, and cloud platforms
• Excellent written communication skills with the ability to explain technical concepts clearly
• Experience with CRM e.g. HubSpot
• Experience with account software, in particular QuickBooks
• Ability to work independently and manage time effectively within a part-time schedule

Responsibilities

• Provide prompt and professional email-based technical support to end-users, including researchers, lab staff, and collaborators
• Troubleshoot software, system, and access issues related to biotech research tools and platforms
• Escalate complex technical problems to appropriate internal teams when necessary
• Maintain detailed documentation of support tickets and resolution steps in the support system
• Collaborate with management departments to ensure optimal support outcomes
• Contribute to the creation and maintenance of support documentation and FAQs
• Ensure compliance with data privacy and security protocols, especially those relevant to the biotech sector
• Issue quotations, purchase orders, invoices using QuickBooks
• Maintenance of HubSpot CRM customer relations, leads follow-up and email campaigns and updates on Company’s social media platforms

Preferred Qualifications

• Background or education in life sciences, biotechnology, or a related technical field
• Basic scripting, trouble shooting skills for upkeep of website e.g. WordPress
• Understanding of regulatory and data integrity standards in biotech (e.g., GxP, HIPAA, GDPR)