Technical Support

Job Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Roles & Responsibilities

Work with customers across the company customer base as a primary technical resource on issues reported with our product portfolio

Build and document knowledge of products, tools, and processes to aid in troubleshooting

Build and maintain subject matter expertise within the evolving company product suite

Independently reproduce and file bug reports and collaborate with other team members and our Build team for resolution

Maintain an orderly queue in our help desk, including driving prioritization of urgent issues and those that are close to breaching Support Service Level Agreements (SLA)

Build subject matter expertise in the craft of Customer Support within a B2B SAAS company

Build and share subject matter expertise in legal workflows both with and without the company product suite

Learn and suggest best in breed use-cases for the company product to drive efficiency and value for company customers

Collaborate with Revenue Teams to identify opportunities for upsell, cross-sell, and expansion within existing accounts

Frequently work through team projects that contribute to team, department, and company goals

Attend and adhere to in your daily activities all internal applicable required trainings on security, standards and systems

Additional Qualifications

2+ years working as a Technical Customer Support Representative role working directly with customers in B2B SAAS Software environment

Familiarity with Microsoft Excel and/or Google Sheets, basic knowledge in formula creation

Some familiarity with SQL and relational databases

Excellent communication skills, both written and verbal

Desire to learn and grow while embodying the company values

Flexibility for adapting quickly to changing priorities and processes

You enjoy helping people, even when itʼs something small or very challenging

Youʼre curious and tech-savvy with a willingness to learn and become proficient in the company application and internal tools used for troubleshooting

You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams

Youʼre detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk

You are a team player with the ability to collaborate and contribute to team projects when needed

Work Arrangement: Homebased

Work Schedule: Monday–Friday, 4pm- 1am PHT

Must Have atleast 20mbps internet connection

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.