Technical Support Representative

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.Job Summary
The Technical Customer Support Representative serves as a primary technical contact for customers across the LinkSquares customer base. This role involves troubleshooting product issues, maintaining help desk queues, collaborating with cross-functional teams, and building expertise in B2B SaaS support and legal workflows.

Key Roles & ResponsibilitiesTechnical Support & Troubleshooting

• Serve as a primary technical resource for customers experiencing issues with the LinkSquares product portfolio.
• Independently reproduce and file bug reports, collaborating with team members and the Build team to achieve resolution.
• Build and document knowledge regarding products, tools, and processes to streamline troubleshooting efforts.

Queue & SLA Management

• Maintain an orderly queue within the help desk system.
• Prioritize urgent issues and manage tickets nearing Support Service Level Agreement (SLA) breaches.

Product Expertise & Customer Success

• Build and maintain subject matter expertise across the evolving LinkSquares product suite.
• Gain and share domain expertise in legal workflows, both with and without LinkSquares software.
• Learn and suggest best-in-class use cases to drive efficiency and value for customers.
• Collaborate with Revenue Teams to identify upsell, cross-sell, and account expansion opportunities.

Teamwork & Security Compliance

• Contribute to team, department, and company goals through regular participation in team projects.
• Continually develop skills within the craft of B2B SaaS Customer Support.
• Attend and adhere to all required internal security, standards, and systems training.

Qualifications & RequirementsTechnical & Professional Experience

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Experience: 2+ years as a Technical Customer Support Representative working directly with customers in a B2B SaaS environment.
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Spreadsheets: Familiarity with Microsoft Excel and/or Google Sheets, including basic formula creation.
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Databases: Basic familiarity with SQL and relational databases.

Core Competencies & Personal Attributes

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Communication: Excellent written and verbal communication skills.
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Problem-Solving: Strong troubleshooting and analytical skills to identify bugs reported by internal teams and customers.
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Technical Aptitude: Tech-savvy and curious, with a willingness to master the LinkSquares application and internal troubleshooting tools.
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Organization: Detail-oriented with strong organization and task-prioritization abilities.
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Adaptability & Attitude: Adaptable to changing priorities and processes, customer-centric (eager to help with both simple and complex issues), and a collaborative team player.
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Core Values: Eager to learn and grow while embodying LinkSquares core values.

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.

In compliance to data privacy law, make sure that the following is included at all times:

By clicking on the "I'm 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.

Additional information

• 100% WFH

• Competetive Salary

• HMO With 1 Free Dependent