Customer Support Specialist

Job Description

We are looking for a Customer Support Specialist to join our team to support one of our confidential software clients. This role is ideal for someone who has strong experience supporting software, SaaS platforms, mobile applications, or web based products. This is not a traditional call center role. The right candidate should be comfortable handling customer requests through email, investigating issues, testing software behavior, documenting findings, and working with developers until the issue is fully resolved. We are looking for someone who writes very well in English, stays organized, follows through, and can manage multiple customer requests without needing constant supervision. What You Will Do Respond to customer emails and support requests in a professional and timely manner Maintain same day response times whenever possible Investigate customer reported issues and gather the right information before escalating Reproduce issues using iOS apps, Android apps, and web based platforms Test workflows and confirm whether the issue is a bug, setup concern, user error, training need, or feature request Create clear development tickets for engineers and product team members Document steps to reproduce, expected behavior, actual behavior, screenshots, recordings, and business impact Follow up with developers and product teams when updates are needed Keep customers updated until their requests are fully resolved Translate technical updates into simple and clear customer friendly communication Create and maintain internal documentation Help document recurring issues, resolutions, and support processes Verify bug fixes before confirming resolution with customers Assist with QA testing, regression testing, and release checking when needed What We Are Looking For At least 3 years of experience in Customer Support, Technical Support, Customer Success, SaaS Support, Help Desk, Software Support, or a similar role Strong experience supporting software products, SaaS platforms, mobile apps, or web based platforms Excellent written English communication skills Strong customer service and relationship management skills Ability to investigate issues independently before escalating Experience writing clear bug reports, support notes, process documents, or troubleshooting steps Strong attention to detail and follow through Ability to manage multiple open issues at the same time Comfortable working with software developers, product managers, and technical teams Experience using customer support or project management tools such as Help Scout, Monday.com, or similar platforms Reliable high speed internet connection and a professional home office setup Must be able to work U.S. Pacific Time hours Nice to Have Experience supporting U.S. based customers Experience testing iOS and Android applications Experience with QA testing or release verification Experience creating technical documentation Experience in Customer Success, Account Management, or Implementation Support Experience working in a fast paced software company Who Will Succeed in This Role You will be a strong fit if you are naturally curious, organized, and good at solving problems. You should be the type of person who takes ownership of customer issues instead of just passing them along. You should also be comfortable asking the right questions, testing things yourself, and keeping customers updated even when the final answer is still being worked on. This role is best for someone who understands software support and knows how important clear communication, documentation, and follow through are. Important Note We are prioritizing candidates with SaaS support, technical support, software support, QA testing, implementation, or customer success experience. Traditional call center experience alone will not be enough unless you have supported software products, mobile apps, web platforms, or technical customer issues. Pay: Php20,000\.00 - Php25,000\.00 per month Application Question(s): Do you have at least 3 years of experience in Customer Support, Technical Support, SaaS Support, Software Support, Help Desk, or Customer Success? If so how many? Have you supported software products, SaaS platforms, mobile apps, or web based platforms before? Please briefly describe what type of product or platform you supported. This is mainly an email based support role. Please provide a short sample customer response to this situation: A customer reports that a feature is not working after a recent update, but you are still investigating and do not have the final answer yet. Have you investigated, reproduced, documented, and followed through on customer reported issues before sending them to developers or a technical team? Please briefly describe your usual process. Are you willing and able to work full time during U.S. Pacific Time hours, and do you have a reliable internet connection and quiet remote work setup? Work Location: Remote