Remote Tech Support Specialist

Work From Anywhere in the Philippines

Work Schedule: PST | 7:00 AM – 4:00 PM, Sunday to Thursday (Tuesday to Saturday during the first 2–3 weeks of training)
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About the Client

A US healthcare technology company running an API-driven platform is hiring a Tech Support Specialist to own front-line technical triage and turn client-reported integration issues into clean, complete escalations.

The client serves US-based customers in a HIPAA-regulated environment with a structured support organization and defined Tier 1 to Tier 2 escalation paths. A company-wide migration from Zendesk to Salesforce is underway over the next 2–3 months, and systems and processes evolve on roughly a two-month cycle as the platform scales.
About the Role

This role handles 20–30 tickets daily plus roughly 10 short inbound calls, reviewing client-submitted API payloads and requests, identifying missing or incorrectly filled fields, and determining whether an issue is a bug, a user error, or a configuration problem before it reaches Tier 2. This is a Tier 1 position with strong technical fundamentals, not a Tier 2 role requiring log analysis or system-level debugging. Success means matching existing team performance benchmarks within 2–3 weeks and demonstrating efficient, well-documented technical escalations within the first 30 days.
Core Responsibilities
Technical Triage & Escalation

- Review client-submitted API payloads and requests to identify missing or incorrectly filled fields.

- Run first-line troubleshooting steps and guide clients through resolution walkthroughs before escalating.

- Classify each issue as a bug, user error, or configuration problem.

- Package complete context and replication steps so Tier 2 does not need to re-triage.

Ticket Management

- Manage 20–30 tickets daily with clear, professional written responses.

- Maintain ticket hygiene by updating statuses accurately and closing resolved issues promptly.

- Track open bug tickets and escalate when immediate closure is not possible.

- Meet or exceed team benchmarks for response time, resolution time, and customer satisfaction.

Phone Support

- Handle approximately 10 inbound calls per day, averaging 2–4 minutes each.

- Resolve technical questions in real time over the phone with US-based clients.

- Translate technical findings into plain language for non-technical callers.

Platform Migration & Tool Adoption

- Support the company-wide transition from Zendesk to Salesforce over the next 2–3 months.

- Apply prior Salesforce experience to shorten ramp time during the migration.

- Adopt new tools and revised processes as the support stack evolves.

Requirements

Must-Have

- 3+ years in customer or technical support, including time in a technical support function with regular escalations to Tier 2 or engineering (2+ years considered with heavy technical support experience at a large company)

- Hands-on experience troubleshooting API or integration issues, including reviewing client payloads or requests to identify missing or incorrectly formatted fields

- Salesforce experience in a support or CRM context, with 6+ months of active use

- Experience managing 20+ tickets daily in a structured ticketing system (Zendesk, Salesforce Service Cloud, Freshdesk, or equivalent)

- Inbound phone support experience with US-based clients, handling live verbal troubleshooting rather than chat- or email-only queues

- Documented experience through a platform migration or frequent tool and process changes (e.g., onboarded to a new CRM or ticketing system within 30 days)

- C1+ English (CEFR) for live phone support with US-based clients